Analyst I, Global GBS-11

Position: Employee Data Management (EDM) Agent

Reports to: EDM Lead/Manager

Position Summary:

As the US EDM Agent, you will play an essential operational role in supporting employee data management activities, ensuring accuracy, efficiency, and compliance with established protocols. Reporting to the EDM Lead/Manager, you will handle ticket processing, manage the ticket queue, respond to queries, and support the team in maintaining service-level agreements (SLAs) for EDM. You will also contribute to weekly and monthly reporting and participate in daily huddles to align on team priorities.

Primary Responsibilities:

• Ticket Processing & Queue Management: Process employee data management tickets and manage the queue to ensure timely and accurate responses. Address standard requests and escalate complex issues as required.
• Pending/Ageing Tickets Follow-up: Monitor and follow up on pending or ageing tickets, ensuring resolution within defined timelines. Prioritize critical requests to maintain workflow efficiency.
• Escalation Tickets & Issue Resolution: Handle escalated tickets, working with the EDM SME and Lead to address complex data issues and provide timely solutions to employee queries.
• Respond to Queries: Serve as a point of contact for employee data queries, providing accurate and prompt responses. Uphold high standards of service and professionalism in all interactions.
• Daily Huddles & Team Coordination: Participate in daily team huddles to discuss ticket status, priorities, and any emerging issues. Collaborate with team members to ensure seamless service delivery.
• Weekly stakeholder Connects: Contribute to weekly connects with stakeholders by providing updates on ticket status, common queries, and process improvements.
• Reporting & Documentation Support: Assist in preparing weekly and monthly reports on ticket volume, resolution times, and key metrics. Maintain records of resolved issues and provide input for process documentation updates.
• Process Compliance & Audit Support: Support compliance efforts by adhering to established data management procedures and contributing to ad hoc audit requests as needed. Maintain process trackers for transparency and operational consistency.
• Customer Centricity: Ensure best in class customer satisfaction through regular feedback analysis and implementation of improvement action plans.
• KHMS: Follow Kraft Heinz Management System program for EDM operations team, ensuring standards and processes are aligned with KHMS playbook.

Education:

• Bachelor's degree in any stream (Preferably Human Resources, Information Systems, Business Administration, or a related field preferred).
• Continuous improvement certification is a plus.
• HR certification is a plus.

Experience:

• 2-4 years of experience in employee data management or HRIS operations, with a foundational understanding of data management processes.
• Familiarity with HRIS platform (Workday) and ticketing system (Service Now).
• Basic knowledge of data privacy regulations and compliance standards is beneficial.
• US HR experience is preferred.

Skills:

• Fluency in English, with excellent written and verbal communication skills, essential for interacting with HR stakeholders, employees, and third-party vendors.
• Eagerness to learn new processes fast, curiosity.
• Customer centric approach – always focused on the needs and experiences of customers.
• Strong attention to detail and accuracy, particularly in data management and ticket processing.
• Proficiency in ticketing systems and queue management, with a focus on timely resolution.
• Effective communication skills, with the ability to respond to queries and work collaboratively with HRBPs and team members.
• Good organizational and prioritization skills, with the ability to handle multiple requests in a fast-paced environment.
• Commitment to continuous learning and improvement, with a proactive approach to problem-solving.
• Ability to approach problems using logical and systematic perspective.

here for sure we should not call country in the title as well - we would need people to be cross-trained, so if they have strict definition on JD, it's limiting our options in being more flexible with structure in future

Agree, removed the word SME...

 shall Agent report to SME(Specialist) role - and not into team lead?

 Yes... SME will lead people. They are more experienced and will lead, train and prepare a team of juniors

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.