Senior Employee Services Specialist (Workday)
CNA
About the role
This role offers an opportunity to be at the center of the employee experience by supporting employees and managers across the business, resolving HR inquiries, managing casework, and helping ensure employee lifecycle events are handled accurately and consistently.
As an experienced employee support resource, this role performs standard HR Shared Services functions, provides Tier 2 support for more complex or escalated matters, and partners closely with HR Centers of Excellence (COEs), HR stakeholders, and cross-functional teams to deliver timely, practical, and consistent service throughout the department.
JOB DESCRIPTION:
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:
Serves as a case solver within the Employee Services Workday Help case management model, researching, documenting, and resolving inquiries in alignment with service standards.
Provides Tier 2 enhanced support for escalated HR inquiries, complex employee matters, and process exceptions, applying sound judgment and policy knowledge to determine resolution paths.
Administers employee master data and processes employee lifecycle changes in Workday HRIS, including new hires, terminations, promotions, level changes, and transfers.
Ensures accurate, timely, and compliant HR data processing by validating documentation, approvals, and system updates.
Partners with HR stakeholders, business leaders, and cross-functional teams to resolve issues, assess needs, and support a consistent employee experience.
Contributes to process improvement initiatives, standard operating procedures, and HR projects that enhance service delivery and operational effectiveness.
Researches HR trends, prepares ad hoc reporting, and identifies data inconsistencies or opportunities for improved data integrity.
Supports training, knowledge sharing, and peer coaching to promote consistent processes and team capability.
May perform additional duties as assigned.
Skills, Knowledge & Abilities
Strong HR operations, case management, and employee service mindset with the ability to resolve issues accurately and efficiently.
Proficiency with HR systems and business applications, preferably Workday and Dayforce, with the ability to research, process, and troubleshoot transactions.
Experience leveraging AI-enabled tools or capabilities to improve efficiency, enhance service delivery, and support data-informed HR operations.
Strong critical thinking and problem-solving skills, including the ability to assess root cause, evaluate risk, and recommend practical solutions.
Ability to serve as a trusted thought partner to stakeholders by asking effective questions, anticipating needs, and providing sound guidance.
Working knowledge of HR policies, practices, procedures, and compliance expectations.
Strong written and verbal communication skills with the ability to engage effectively across all levels.
Strong organizational skills with the ability to manage competing priorities in a fast-paced environment.
Ability to handle confidential and sensitive information with discretion.
Education & Experience
Bachelor’s degree or equivalent experience.
Minimum of two years of experience in Human Resources, HR Operations, Employee Services, Shared Services, or a customer service-focused environment.
Experience with HR case management, Tier 2 support, employee data changes, or lifecycle transaction processing strongly preferred.
Experience using HR systems, preferably Workday and Dayforce, preferred.
Experience in supporting Payroll, Benefits & Employee Lifecycle inquiries, preferred.
In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $47,000 to $78,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA’s benefits, please visit cnabenefits.com.