Data Analyst, Employee Service Center

📋 Description

• • As a Data Analyst within Zillow Group's Employee Service Center (ESC), you will be instrumental in driving performance insights and operational excellence for the entire Employee Service & Operations team.
• • You will be the primary analytical resource, transforming raw data from critical systems like Workday and ServiceNow into actionable intelligence that enhances employee support, informs strategic resourcing, and optimizes operational processes.
• • Your role will involve the comprehensive ownership of the ESC reporting cadence, encompassing the design, development, and ongoing maintenance of dashboards and recurring reports.
• • These reports will translate complex data into clear, compelling narratives, highlighting key performance indicators (KPIs) such as Service Level Agreement (SLA) performance, identifying potential risks, and showcasing the team's impact to leadership through regular reviews and Quarterly Business Reviews (QBRs).
• • A core responsibility is the continuous monitoring and interpretation of essential ESC performance metrics, including but not limited to resolution time, Customer Satisfaction (CSAT) scores, Average Resolution Time (ART), ticket volume, backlog status, and SLA adherence.
• • You will proactively identify trends, potential risks, and opportunities for improvement, translating these findings into clear, data-backed recommendations for action.
• • The role requires a strong focus on capacity and workload data analysis, monitoring the impact of projects and centralization efforts on team capacity.
• • You will develop sophisticated models and dashboards to accurately forecast staffing needs, enabling proactive and informed resourcing decisions to meet demand effectively.
• • A significant aspect of your work will involve end-to-end analysis of Workday transactions and HR Service Delivery (HRSD) workflows.
• • By leveraging data, you will pinpoint bottlenecks within key business processes, such as approval delays, late-effective transactions, or completion discrepancies relative to effective dates, quantifying their impact on operations.
• • You will collaborate closely with Centers of Excellence (COEs) to address the root causes of these issues, moving beyond merely closing tickets to fundamentally improving processes.
• • Conducting deep-dive investigations into recurring issues and identified bottlenecks will be crucial.
• • This involves performing targeted analyses on data patterns, such as repeated escalations, process gaps, or quality concerns, to understand their scope and impact.
• • You will propose pragmatic, quick-win workflow enhancements and define clear success metrics to track the impact of implemented changes, partnering with People & Organization (P&O) teams for longer-term workflow needs.
• • Driving data-informed continuous improvement is a key objective, identifying opportunities for automation and self-service solutions that enhance agent efficiency and elevate the employee experience.
• • You will partner with stakeholders, other teams within Employee Service & Operations, and product/process owners to prioritize, scope, and size these improvements, using robust data analysis to justify their implementation.
• • Supporting ESC and enterprise backlogs with strong analytical backing is essential.
• • You will submit operational pain points and improvement proposals into the ES&O backlog through established intake processes, providing the necessary data, trend analysis, and impact assessments to inform prioritization and solution design.
• • Collaboration on cross-functional programs and cyclical events is a vital part of the role.
• • You will work closely with HR Business Partners (HRBPs), Talent Acquisition (TA), Compensation, Payroll, IT, and other partners, providing critical reporting, insights, and data quality checks to support cyclical HR programs, organizational changes, and onboarding initiatives.
• • Protecting and improving data quality is paramount.
• • You will proactively identify, analyze, and resolve bottlenecks within Workday business processes and transactions, ensuring that root causes are addressed rather than focusing solely on downstream service request closure metrics.
• • This includes auditing HR transactions and data across Workday and ServiceNow, identifying discrepancies, pinpointing root causes, and recommending process or configuration changes to mitigate data risks and enhance accuracy and timeliness.
• • Analyzing Workday transaction and approval flow performance will help uncover and resolve underlying process inefficiencies, preventing recurring issues that might otherwise be masked by service request closure timelines.
• • Communicating insights clearly and accessibly is a key skill, involving the creation of visuals and summaries that simplify complex data for both technical and non-technical audiences.
• • You will tailor your recommendations to suit diverse audiences, from frontline leaders to senior stakeholders, ensuring clarity and driving action.
• • Maintaining the highest standards of confidentiality and integrity is non-negotiable, handling sensitive employee and candidate information with discretion and robust data stewardship.
• • This role is designated as Remote-USA, offering flexibility while requiring a strong ability to work independently and collaboratively across distributed teams.
• • The position offers a competitive salary range, potential equity awards, and is eligible for benefits, reflecting Zillow's commitment to employee well-being and growth.