HR Operations - Global Service Delivery Process Analyst (3 - 5 years exp.)

HR Service Delivery Process Analyst

Job Level - 3-5 years

Job Location - US/ Canada, East Coast strongly preferred

About the role:

As a Human Resources Service Delivery Consultant, you will be responsible for HR service delivery support for your area(s) worldwide. Overall, you will be a key player in helping Avanade HR continuously move towards industry best practice standards, ensure scaling of HR practices, and help ensure compliance with legal requirements, Avanade policies, and audit requirements.

This role will review and be accountable for ensuring HR service delivery meets best practices for core HR processes globally, including metrics and cost factors and help assess current process state against global standards and local requirements. The objective is to be a strong partner to local HR, Service Managers, Content mgmt., Accenture Service Delivery and others to identify opportunities for portal adoption, process improvement, standardization, efficiency, or automation to support the transformation of HR.

This role will be an important escalation point for major service issues and takes a critical role in service issue meetings. Additionally, you will play a key role in the change request process, be an escalation point for major service issues, be responsible for global process documentation/job aids, training and Svc. Center engagement efforts

Day-to-day you will:

-Define and govern global HR processes based on industry best practice and local Avanade practices

-Identify market best practices including Accenture and Microsoft with a view to service excellence, scalability, efficiency, legal and policy compliance

-Benchmark against internal Avanade HR practices as well as best practices in Service center delivery environments

-Establish and evolve core HR metrics and cost/resource factors in partnership with Accenture, our service delivery provider

-Ensure effective monthly service reviews (MSR) with each region facilitating meaningful conversations about services provided, service opportunities, trends, insights, absorption and adoption

-Review/Document/Train and improve "core" HR processes across the organization

-Partner with local HR teams to review existing process workflows and documentation to identify gaps and opportunities to refine process based on global standards and need for local variation

-Create and maintain quick reference guides and other HR job aids and training for HR members worldwide on core HR practices

-Produce and maintain process descriptions, HR tools and job aids, templates etc.

-Continuously improve HR processes in close partnership with regions/areas

-Review/Update HR processes with support from HR Svc. Center teams

-Refine processes based on changes to process model

-Identify opportunities, coordinate and deliver training to HR Svc. Center staff on new/modified processes

-Coordinate and deliver regular communications and connection points with Svc. Centers to ensure a strong partnership and connection as well as a pulse on the engagement of the Svc. Center team

-Support development of global Svc. Center and local HR knowledge base

-Work with regional teams and content mgmt. to ensure existing Ping content is a useful, up-to-date HR and employee resource

-Has a critical role in the change request process, logging CRs, reviewing CRs for prioritization, and partnering as appropriate with local and program teams to ensure process and enhancement details

-Partner with HR+ to identify opportunities and to optimize manual localized HR processes through adoption in Ping other technologies

-Effectively sync with Service Managers regularly to ensure a strong partnership proactively looking for opportunities to enhance services and efficiency.

_An escalation point for major service issues and defects, partnering to ensure proper escalation and management of the issue, communications and ultimately issue/defect fix.

Years of Experience:

3- 5 years of increasingly diverse or complex HR field or process/consulting experience.

Previous experience in working within an international / off shore delivery environment

Education: Bachelor's degree in HR, Business Management, or related field r experience

Other Skills/Knowledge:

  • HR field experience, ideally in a generalist role within an international environment
  • Quality-driven, thorough and excellent HR process understanding
  • Strong skills in Business Analysis/Requirements Definition
  • Proven skills documenting, assessing, and optimizing HR processes across an area.
  • Excellent interpersonal and collaboration skills with all HR teams world-wide including strong intercultural skills.
  • Outstanding communication skills, both written and verbal
  • Strong English language skills, other languages a plus
  • Excellent organizational capability. Ability to manage multiple workstreams with competing priorities at any given time.
  • Strong skills in MS Office (Word, Excel, PowerPoint, Visio)
  • Technical aptitude in Sharepoint for portal, collaboration and automation activities.
  • Ability to succeed in an environment that demands flexibility and offers ambiguity; self driven.
  • Ability to interact with all levels of people.

About Avanade

Avanade is the leading provider of innovative digital and cloud services, business solutions and design-led experiences delivered through the power of people and the Microsoft ecosystem. Our professionals bring bold, fresh thinking combined with technology, business and industry expertise to help fuel transformation and growth for our clients and their customers. Avanade has 35,000 digitally connected people across 24 countries, bringing clients the best thinking through a collaborative culture that honors diversity and reflects the communities in which we operate. Learn more at

More About Avanade

At Avanade, we are committed to a diverse and inclusive workplace where our people can be the best at what they do. We are proud be among leading organizations who are taking a stand for gender equity, both in and outside the workplace. This includes teaming with like-minded partners who are as passionate as we are about strengthening the role of women in the workplace, including Women in Technology International, Anita Borg Institute and Catalyst.

Is An Equal Opportunity Employer. Avanade promotes equal employment opportunity to all employees and applicants and does not discriminate on the basis of race, religion, color, creed, national origin, sex, age, sexual orientation, status as a protected disabled or Vietnam Era Veteran, disability, or any other legally protected status.

Requisition ID - 57539

Avanade is the leading provider of innovative digital and cloud-enabling services, business solutions and design-led experiences, delivered through the power of people and the Microsoft ecosystem. Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation and has 30,000 professionals in 24 countries. Visit us at

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