Analyste principal, opérations RH / Senior Analyst, HR Operations

RTX•Longueuil, QC

20h•Onsite

About The Position

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. 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. 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. The 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.

Requirements

Bachelor's degree in Human Resources, Business Administration, Industrial Relations, or a related field, or equivalent experience.
Minimum 3–5 years of broad HR generalist experience, with demonstrated ability to advise on employee relations, performance management, leaves of absence, employment lifecycle, and HR policy application.
Minimum 2 years' experience in an HR Shared Service Centre or equivalent high-volume HR advisory environment, with demonstrated progression to handling complex cases.
Hands-on experience with Workday HCM — including business process management, data changes, and reporting.
Proficiency in ServiceNow (SNOW) for case management, categorisation, and SLA tracking
Solid working knowledge of employment legislation and its practical application in an HR advisory context.
Experience providing HR policy and process advice to both employees and managers across multiple HR domains.
Strong attention to detail and commitment to HR data integrity.
This position operates 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.

Nice To Haves

HR professional certification (CIPD, CHRP, or equivalent) is a strong asset.
Experience as an HR Business Partner or in a standalone HR generalist role, supporting a defined employee population
Experience contributing to Workday or SNOW implementation or transition projects, including UAT or data validation.
CIPD qualification, CHRP, or equivalent HR professional certification.
Knowledge of continuous improvement methodologies within a Shared Service environment.
Experience contributing to knowledge base development or process documentation.

Responsibilities

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.
Provide first-level advisory support on a broad range of HR policies and procedures, including performance management, disciplinary processes, accommodation requests, and workplace conduct matters.
Interpret and apply employment legislation, company policy, and collective agreements (where applicable) accurately and consistently across all advisory interactions.
Support employees and managers in navigating HR programmes and processes — including onboarding, offboarding, leaves of absence, and total rewards — with clarity and empathy.
Collaborate with HR Business Partners and CoEs to ensure complex advisory cases are resolved consistently and in line with the broader HR strategy.
Maintain up-to-date knowledge of changes in employment law, HR policy, and business practices, proactively communicating relevant updates across the Tier 1 team.
Execute complex HR data changes in Workday with precision, including business process approvals, position management, compensation adjustments, and organisational changes.
Manage the full case lifecycle in ServiceNow from intake to resolution, ensuring SLA compliance and accurate categorisation throughout.
Support Tier 1 colleagues in navigating Workday and SNOW for standard transactions, providing guidance and on-the-job coaching.
Monitor workflow queues in both systems, prioritising cases in line with agreed service levels and business urgency.
Conduct regular data audits in Workday and initiate corrections to maintain data integrity across employee and position records.
Maintain accuracy and consistency of HR data across Workday and supplementary records, ensuring it is audit-ready at all times.
Provide HR data extracts and reporting support to employees, managers, HRBPs, and other areas of HR Operations as required.
Support payroll-critical data accuracy, escalating discrepancies promptly and following agreed correction processes.
Actively identify opportunities to improve HR policies, processes, and knowledge management tools based on case trends, employee feedback, and generalist HR insight.
Contribute to the development and maintenance of knowledge base articles, process guides, and FAQs to support Tier 1 resolution rates.
Collate and escalate structured business feedback on HR policies and processes to the Supervisor and relevant CoE teams.
Provide operational and generalist subject-matter input to HR system implementation or transition projects on an as-needed basis.
Participate in user acceptance testing (UAT) for Workday or SNOW changes, documenting results and raising defects as appropriate.
Support the development of process documentation and training materials ahead of system go-lives or process changes.
Assist with data validation, migration checks, and post-go-live hypercare activities where required.