Analyst I, Global GBS-11

Position

Reports to

Position Summary

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.
  

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

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