About Pratt & Whitney Canada

Pratt & Whitney Canada (P&WC) is a global leader in aerospace innovation, proudly headquartered in Longueuil, Quebec, since 1928. We design and manufacture next-generation aircraft engines that power the world’s largest fleet of business, general aviation, and regional aircraft and helicopters.

For nearly 100 years, our teams have been at the forefront of propulsion technology, pushing boundaries to make flight more efficient and reliable. Our engines support missions that truly matter, from transporting people and essential goods, to enabling emergency medical services, humanitarian operations, and wildfire suppression around the world.

An Employer of Choice

Pratt & Whitney Canada was named one of Canada’s Best Employers for 2026 by Forbes, marking the 11th consecutive year the company has earned this recognition. Pratt & Whitney Canada also ranked #1 employer in the aerospace and defense industry in the country. In addition, our headquarters continues to be recognized among the top employers in the Montreal region. Together, these distinctions reinforce our reputation as an employer of choice in Montreal, across Canada, and around the world.

Why Join The Team?

We are seeking highly engaged, customer-focused professionals with strong analytical skills to join our expanding Employee Service Center. The Senior Analyst, HR Operations (Tier 2) is the primary escalation point for complex queries and cases that cannot be fully resolved at Tier 1.

This role requires broad HR generalist expertise — spanning employee relations, policy application, employment lifecycle, and total rewards — combined with strong proficiency in Workday HCM and ServiceNow (SNOW) to investigate, resolve, and document intricate HR cases with confidence and sound judgement.

In addition to day-to-day case management, the Senior Analyst supports continuous improvement activities and may contribute to HR system implementation or transition projects on an occasional basis. The role works closely with the Supervisor, HR Business Partners, and Centres of Excellence to ensure complex queries are resolved accurately, efficiently, and in line with agreed service levels.

Candidates must bring a proven generalist HR background that enables them to interpret policy, navigate employee relations matters, and provide credible, well-reasoned advice across a wide spectrum of HR topics.

This is a full-time position from Monday to Friday with flexible hours, based in Longueuil, and performed exclusively on-site.

What will your day-to-day look like?

Escalation & Complex Case Management

• Serve as the primary escalation point for Tier 1 Analysts, taking ownership of complex, sensitive, or multi-faceted HR queries that require deeper investigation, policy interpretation, or HR generalist judgement.
• Draw on broad generalist HR knowledge to provide accurate, policy-grounded advice on a wide range of topics including employee relations, contractual changes, benefits, absence management, performance management, and employment lifecycle events.
• Navigate ambiguous or sensitive employee situations with professionalism, applying sound ER principles and escalating to HRBPs or legal where appropriate.
• Retain ownership of vendor-escalated cases and follow up proactively through to resolution.
• Maintain high standards of case documentation within SNOW, ensuring all interactions, decisions, and outcomes are clearly and accurately recorded.
• Identify patterns in escalated queries and surface these to the Supervisor as continuous improvement opportunities.

HR Generalist Advisory

• Provide first-level advisory support on a broad range of HR policies and procedures.
• Interpret and apply employment legislation, company policy, and collective agreements (where applicable) accurately and consistently.
• Support employees and managers in navigating HR processes (onboarding, offboarding, leaves of absence, total rewards) with clarity and empathy.
• Collaborate with HR Business Partners and CoEs to ensure consistency in the treatment of complex cases.
• Maintain up-to-date knowledge in legislation, HR policies, and business practices, and communicate relevant changes to the Tier 1 team.

Workday & ServiceNow System Management

• Execute complex HR transactions in Workday with precision (process approvals, position management, compensation adjustments, organizational changes).
• Manage the full case lifecycle in ServiceNow from intake to resolution, respecting SLAs.
• Support Tier 1 analysts in using Workday and SNOW.
• Monitor processing queues and prioritize cases according to service levels and business urgencies.
• Perform regular data audits in Workday and correct discrepancies to ensure data integrity.

HR Data Integrity & Reporting

• Maintain accuracy and consistency of HR data in Workday.
• Produce data extracts and support HR reporting requests.
• Support the accuracy of payroll-critical data and escalate discrepancies.

Continuous Improvement & Knowledge Management

• Proactively identify opportunities to improve HR policies, processes, and knowledge management tools based on case trends, employee feedback, and generalist HR expertise.
• Contribute to the creation and updating of knowledge base articles, process guides, and FAQs to support first-level (Tier 1) resolution rates.
• Aggregate and escalate structured feedback on HR policies and processes to supervisors and concerned Centres of Excellence (CoE).

HR System Transition & Implementation (Occasional)

• Provide operational input and generalist HR expertise in HR system implementation or transition projects as needed.
• Participate in user acceptance testing (UAT) for Workday or ServiceNow (SNOW) changes, document results, and report anomalies.
• Support the development of process documentation and training materials prior to go-lives or process changes.
• Support data validation, migration checks, and post-deployment support (hypercare) activities when required.

What do you need to be successful?

Customer Focus

• Actively seeks feedback and aims to exceed expectations at every interaction.

HR Generalist Judgement

• Applies broad HR knowledge to manage ambiguous situations and interpret policies with confidence.

Results Orientation

• Manages multiple priorities under pressure and demonstrates rigor in handling complex cases.

Analysis and Critical Thinking

• Analyzes root causes and makes decisions based on data and facts.

Communication and Collaboration

• Communicates clearly orally and in writing, adapting style to interlocutors.

Innovation and Continuous Improvement

• Identifies systemic causes of escalations and actively proposes process improvements.

Developing Others

• Mentors Tier 1 analysts and shares expertise to strengthen team capabilities and reduce repetitive escalations.

Essential

• Bachelor's degree in human resources, business administration, industrial relations, or a related field (or equivalent experience).
• Professional HR certification (CIPD, CHRP, or equivalent) is a strong asset.
• 3 to 5 years of generalist human resources experience, with demonstrated ability to advise on employee relations, performance management, leaves, employment lifecycle, and HR policy application.
• Minimum 2 years of experience in an HR shared services center or high-volume HR advisory environment, with progression toward complex case management.
• Hands-on experience with Workday HCM (process approvals, position management, compensation adjustments, organizational changes).
• Proficiency in ServiceNow (SNOW) for case management, categorization, and SLA tracking.
• Good knowledge of labor legislation and its application in an HR context.
• Experience providing HR advice to employees and managers across a wide range of HR topics.
• Strong rigor and commitment to HR data integrity.
• This position takes place in a French-speaking environment and requires an excellent command of English to understand international technical documentation and communicate with global partners, clients, and colleagues.

Assets

• Experience as an HR Business Partner (HRBP) or autonomous HR generalist with a dedicated population.
• Experience in Workday / ServiceNow implementation or transition projects, including UAT testing or data validation.
• CIPD, CHRP, or equivalent certification.
• Knowledge of continuous improvement methodologies in a service center.
• Experience in process documentation or knowledge base development.