HR Services Experience Analyst

Human Resources | Employee Support

Mission

At SLB, our people are at the center of everything we do. As an HR Services Experience Analyst, you will play an important role in delivering a seamless, reliable, and positive HR experience for employees across our supported geographies.

You will help employees navigate HR processes, find accurate information, and resolve their questions efficiently, while contributing to the knowledge, systems, and continuous improvements that make HR services more accessible and effective. Working closely with Payroll, local and regional HR teams, and subject matter experts, you will gain broad exposure to the HR function and help ensure employees receive the support they need throughout their employee journey.

This role combines employee support, problem-solving, knowledge management, data analysis, and service improvement, offering an opportunity to make a tangible difference in the employee experience while contributing to the evolution of HR services in a global organization.

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.

What You Will Bring

You will combine a customer-focused mindset with analytical thinking, attention to detail, and a commitment to delivering reliable HR services. You will be comfortable navigating established procedures, working with different stakeholders, managing competing priorities, and identifying opportunities to make processes better.

You will also bring a willingness to learn, share knowledge, take ownership of employee queries, and contribute to a collaborative environment where service quality, compliance, and continuous improvement are essential.

Why Join Us?

This role offers the opportunity to make a direct impact on the employee experience while developing a broad understanding of HR operations in a global organization. You will work across HR processes, collaborate with specialists and stakeholders in different geographies, and contribute to initiatives that improve how employees access information and receive support.

Beyond resolving individual queries, you will help strengthen the knowledge, processes, and service delivery capabilities that enable HR to operate more effectively and provide greater value to employees and the business.

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, HR Service Delivery, or a similar environment.

Experience handling employee queries and HR processes, working within established service levels, escalation procedures, and service quality standards.

Working knowledge of HR policies, employment practices, data privacy requirements, and HR systems. Experience with SAP or similar HR 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.

Strong organizational skills, attention to detail, and the ability to manage multiple priorities while maintaining accuracy and confidentiality.

SLB offers equal employment opportunity. Qualified applicants are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or other characteristics protected by law.

SLB ofrece igualdad de oportunidades en el empleo. Los Solicitantes cualificadoes son considerados sin distincion de raza, color, religion, sexo, orientacion sexual, identidad de genero, origen nacional, edad, discapacidad u otras caracteristicas protegidas por la ley.