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Employee Journey Sr. Analyst

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General Motors

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Location:
Brazil , São Caetano do Sul

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Category:
Human Resources

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As a PSC (People Service Center) Agent, you'll be part of a modern, AI-enabled service delivery team that combines technology with human expertise to deliver exceptional employee experience. You'll work alongside AI tools to resolve employee inquiries while continuously improving our knowledge base and eliminating friction in employee journeys. All Tier II analysts require: HR knowledge + strong technology aptitude.

Job Responsibility:

  • Handle escalated and complex HR cases requiring interpretation, judgment, and investigation
  • Provide feedback on Level 1 agent friction points on challenging cases
  • Partner with HRBPs and COEs on sensitive employee situations
  • Identify systemic issues and friction points, recommend process improvements
  • Lead knowledge article creation for complex topics
  • Serve as AI tool super-user and train others

Requirements:

  • Bachelor’s degree completed – mandatory
  • Proficiency in Microsoft Office – mandatory
  • English from intermediate level – mandatory
  • HR experience - mandatory
  • Understanding of HR policies, processes, and employee lifecycle
  • Ability to interpret and apply HR guidelines appropriately
  • Employee-first mindset and service orientation
  • Comfortable working with multiple digital platforms and AI tools
  • Quick learner of new technologies and systems
  • Continuously update and improve knowledge articles
  • Document solutions and best practices
  • Identify gaps in knowledge base
  • Focus on identifying root causes, not just solving individual cases
  • Surface systemic issues for process improvement
  • Think beyond the immediate problem to prevent future occurrences
  • Advanced judgment
  • Focus on Problem-solving and continuous improvement
  • Innovation and Analytical thinking
  • Coaching ability
  • Strategic thinking
  • Experience with workflow automation and digital tools (including but not limited to: Python, Knime and PowerBI)

Nice to have:

  • Knowledge of automation tools – desirable
  • Experience with customer service and HR systems – desirable

Additional Information:

Job Posted:
February 17, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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