Global People Shared Services Specialist

As an Arcadian, you already help us deliver world leading sustainable design, engineering, and consultancy solutions for natural and built assets. You are part of our global business comprising 34,000 people, in over 30 countries, dedicated to improving quality of life.

Everyone has an important role to play. With the power of many curious minds, together we can continue to solve the world’s most complex challenges and deliver more impact together.

Role description:

The GPSS Specialist II plays a vital role in delivering efficient, high-quality People administration and case management support throughout the employee lifecycle. Working within a centralized team, the Specialist manages requests via the People Assist platform, ensures compliance with service level agreements, and provides second-tier and escalation support for more complex or specialized cases. The GPSS Specialist is also expected to regularly update process documentation, ensuring consistency and promoting operational excellence. This proactive approach helps maintain efficient team operations and enables the delivery of exceptional business support.

Role accountabilities:

People Operations Support 

• Manage and resolve people requests through the People Assist platform, ensuring timely, accurate, and compliant case handling in line with agreed SLAs.
• Track, prioritize, and document cases to maintain efficient and transparent case management.
• Serve as a subject matter expert within a designated service area, addressing both standard and region-specific requirements while ensuring compliance with local and global policies.
• Provide tier-two support for complex or specialized cases, acting as an escalation point and offering guidance to colleagues and stakeholders.
• Communicate clearly and professionally with employees, managers, and stakeholders throughout the resolution process.

Data Management & Compliance

• Accurately maintain and update employee records in Oracle HCM in accordance with GPSS Knowledge Base Articles (KBAs) and established processes.
• Conduct data audits, investigations, and analysis to resolve discrepancies and support informed decision-making.
• Ensure the confidentiality, integrity, and security of employee data while adhering to internal controls and regulatory requirements.

Continuous Improvement & Change Support

• Review, maintain, and enhance process documentation, KBAs, Work Instructions and workflows to ensure consistency, clarity, and accessibility.
• Identify and support the implementation of process improvements, automation opportunities, and best practices that enhance service quality and operational efficiency.
• Contribute to projects, change initiatives, and the rollout of new systems, tools, and processes.