HR Service Desk Analyst – Employee Experience

Dematic; Guadalupe; On-site; MXN 335,000 - 558,000; Full time

Benefits offered by this job

Career Development

Competitive Compensation and Benefits

Pay Transparency

Global Opportunities

Job summary

Dematic is seeking an HR Operations Analyst to serve as the primary intake and support resource for employee and manager inquiries across the Americas. You will triage requests, document interactions, and route issues to the right teams using documented procedures and knowledge resources.

The role emphasizes timely communication, accurate case records, and opportunities to improve process effectiveness while delivering consistent HR services and supporting a positive employee experience.

Qualifications

• Associate's or bachelor’s degree in HR or related field, or 1–3 years of relevant experience.
• Experience supporting employees, customers, stakeholders, or operational processes in HR, shared services, or admin environments.
• Experience with documented processes, service procedures, case management, ticketing systems, or shared inbox environments preferred.
• Experience using HR systems and collaboration platforms (e.g., Workday, SharePoint) preferred.
• Demonstrated ability to manage multiple requests while maintaining accuracy and service quality.

Responsibilities

• Serve as the first point of contact for employee, manager, and HR inquiries through approved service channels.
• Receive, document, and triage requests, ensuring required information is collected and routed appropriately.
• Resolve routine HR process and policy inquiries using knowledge articles and procedures.
• Provide timely communication, follow-up, and status updates throughout the request lifecycle.
• Maintain accurate case documentation and data within applicable systems.
• Escalate complex or sensitive inquiries to the appropriate HR resources.
• Support maintenance and improvement of knowledge articles, FAQs, templates, and other resources.
• Identify recurring inquiry trends and opportunities to improve process navigation and employee experience.
• Collaborate with HR capabilities to ensure consistency and scalability.

Skills

Customer service orientation

Communication skills

Organizational skills

Multi-tasking

Team collaboration

Problem-solving

Attention to detail

Confidential information handling

Education

Associate's or Bachelor's degree in HR or related field

1–3 years of relevant experience

Tools

Workday

SharePoint

Job description

Dematic is seeking an HR Operations Analyst to serve as the primary intake and support resource for employee and manager inquiries across the Americas. You will triage requests, document interactions, and route issues to the right teams using documented procedures and knowledge resources.

The role emphasizes timely communication, accurate case records, and opportunities to improve process effectiveness while delivering consistent HR services and supporting a positive employee experience.