HR Service Centre Analyst

Job Description

Reporting to the Senior Manager, Employee Service Centre, the HR Service Centre Analyst is the first point of contact for employees and managers, providing quick and accurate support on HR policies, programs, and processes. In this role, you'll resolve inquiries, guide users through self‑service tools, manage cases efficiently, and escalate sensitive or complex issues as needed—all while helping deliver an excellent employee experience.

This position will be based at our Head Office in Markham, Ontario. Extendicare offers a hybrid working environment.

Key responsibilities include:

• Provide first level call and ticket support for all HR customers with questions concerning HR policies and programs, leveraging business unit specific knowledge and expertise when handling inquiries.

• Respond, escalate, or redirect (if needed) inquiries related to employee personal and job data, absence, time and attendance, payroll, benefits, compensation, HR processes, organization structure changes, policies, and procedures, etc.

• Coach employees and managers on self-service transactions and HR portal navigation.

• Log and track inquiries in case management tool.

• Ensure closed-loop process to manage, escalate and resolve cases.

• Provide procedures and processes for case escalation.

• Adhere to defined SLAs and performance agreements.

• Interpret policies and procedures.

• Aid with escalation of sensitive issues within Extendicare.

• Other duties as assigned.

What we're looking for:

• Post-secondary education level, preferably in Human Resources.

• 1–2 years of Human Resources experience.

• Experience using HRIS software is an asset, ideally with Workday.

• Excellent communication, organizational, and problem-solving skills.

• Demonstrated ability work collaboratively with various teams and stakeholders.

What Extendicare has to offer:

At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each employee, encourage equal opportunity for growth and recognize achievement. As a valued member of our team, you can expect:

• Continuous mentorship, support for life-long learning and growth opportunities

• Opportunities for advancement and career growth within the organization

• A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work.

• Employee Family Assistance Program.

• Robust benefits package

Extendicare is a leading provider of care and services for seniors across Canada, operating under the Extendicare, ParaMed, Extendicare Assist, and SGP Purchasing Network brands. We are committed to delivering quality care to meet the needs of a growing seniors' population, inspired by our mission to provide people with the care they need, wherever they call home. We operate a network of long-term care homes (both owned and under management contracts), deliver over 11 million hours of home health care services annually, and provide group purchasing services to third parties representing approximately 150,000 beds across Canada. Extendicare proudly employs nearly 30,000 qualified, highly trained and dedicated team members who are passionate about providing high-quality care and services to help people live better.

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Compensation Details

At Extendicare, we've spent more than 50 years dedicated to enhancing quality of life for the people we serve across Canada. When you join Extendicare, you become part of a compassionate, mission-driven team committed to supporting care delivery in homes and communities nationwide. Our corporate roles play a vital part in enabling front-line teams to provide exceptional experiences for clients and families. Together, we foster a culture of collaboration, innovation, and accountability—creating solutions that strengthen our services and improve lives every day.​

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We are committed to providing competitive compensation that reflects the value of this role and the unique qualifications each candidate brings. This opportunity is a replacement for an existing role and to support transparency, a hiring range may be included with this posting. However, final salary offers are based on a variety of factors such as your skills, experience, education, and alignment with the responsibilities of this position.

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Base salary is one component of our broader total rewards package. We offer a comprehensive suite of benefits designed to support your health, financial well-being, and long-term career growth. Your recruiter can provide more details about our total rewards offerings during the hiring process.​

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We may use artificial intelligence (AI) tools to support certain stages of the recruitment process, such as reviewing applications, analyzing resumes, or assessing candidate responses. These tools assist our recruitment team but do not replace human judgment — every application is reviewed by a member of our team to ensure thoughtful and equitable consideration. If you would like more information about how your data is processed, please contact us.​

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Extendicare is committed to fostering an accessible, inclusive, and equitable hiring process. We gladly accommodate the needs of applicants throughout all stages of recruitment and selection upon request.​