Analyst I, Global GBS-11

Job Description

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

Experience

Skills

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

Location(s)

Ahmedabad - Venus Stratum GCC

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

Skills Required

Workday, Queue Management, ticketing systems , Service Now