Employee Experience & HR Services Analyst

SLB; Cota; On-site; COP 45,000,000 - 65,000,000; Full time

Job summary

SLB is seeking an HR Services Experience Analyst to deliver seamless, reliable HR support for employees across supported geographies. You will help users navigate HR processes, answer questions, and promote self-service, working closely with Payroll and regional HR teams.

The role combines knowledge management, data analysis, and service improvements, with opportunities to participate in projects that evolve HR platforms and processes.

Qualifications

• Bachelor's degree in Human Resources, Business Administration, Industrial Engineering, Psychology, or a related field.
• At least 3 years of relevant experience in HR Operations, Employee Services, HR Shared Services, or HR Service Delivery.
• Experience handling employee queries and HR processes within service levels, escalation procedures, and service quality standards.
• Working knowledge of HR policies, employment practices, data privacy requirements, and HR systems; SAP or similar platforms is preferred.
• Experience or demonstrated capability in knowledge management, process documentation, continuous improvement, or employee experience.
• Ability to analyze service metrics and query trends, identify knowledge gaps, and contribute to improvement initiatives.
• Strong communication and stakeholder management skills, with the ability to collaborate across HR functions and geographically distributed teams.
• Strong written and verbal English communication skills. Additional languages relevant to supported geographies are an advantage.

Responsibilities

• Deliver an excellent employee experience: Receive and resolve employee queries through applicable support channels, providing accurate, timely, and clear responses within established service levels, and promoting self-service whenever appropriate.
• Support employees throughout their HR journey: Guide employees through HR processes, keep them informed of the progress of their requests, and ensure queries are followed through to resolution.
• Build and maintain HR knowledge: Develop, maintain, and improve user-friendly knowledge articles and documentation that help employees and HR teams find reliable answers through search and self-service tools.
• Champion customer experience: Act as an advocate for employees by reviewing feedback, following up on low-rated queries, and identifying actions to improve customer satisfaction and NPS.
• Collaborate across HR functions: Work closely with Payroll, local and regional HR teams, subject matter experts, and other stakeholders to resolve queries, coordinate escalations, and ensure employee data and HR transactions are handled accurately and within established deadlines.
• Ensure compliance and data accuracy: Review and validate documentation, SAP transactions, exemptions, and master data updates in accordance with company policies, internal controls, data privacy requirements, and applicable country legislation.
• Manage sensitive queries and escalations: Identify urgent, sensitive, or potentially high-risk cases and follow established escalation procedures, including reporting HR service quality events through the appropriate channels.
• Support employee documentation: Prepare verification of employment (VOE) letters and other employment certificates accurately and within established timelines, when applicable.
• Monitor service performance: Track key performance indicators, review query trends, and analyze employee feedback to identify opportunities to improve service quality, efficiency, and the overall employee experience.
• Drive continuous improvement: Identify recurring issues, knowledge gaps, and process inefficiencies, contributing to recommendations and action plans that simplify HR services and improve resolution outcomes.
• Contribute to projects and system enhancements: Participate in user acceptance testing, research, data analysis, reporting, and assigned projects that support service improvements and the evolution of HR platforms and processes.
• Share knowledge and best practices: Serve as a subject matter expert or activity champion for assigned topics, document lessons learned, and deliver knowledge-sharing sessions to HR Hub colleagues and local HR teams as needed.
• Collaborate with a global team: Participate in service delivery meetings, customer engagement activities, and cross-functional initiatives to strengthen collaboration and ensure consistent service delivery across supported geographies.

Skills

Customer service mindset

Analytical thinking

Attention to detail

Stakeholder management

English communication

Organizational skills

Education

Bachelor's degree in HR/Business/Related field

Tools

SAP

Job description

SLB is seeking an HR Services Experience Analyst to deliver seamless, reliable HR support for employees across supported geographies. You will help users navigate HR processes, answer questions, and promote self-service, working closely with Payroll and regional HR teams.

The role combines knowledge management, data analysis, and service improvements, with opportunities to participate in projects that evolve HR platforms and processes.