Employee Journey Sr. Analyst São Caetano do Sul

Job Description

Hybrid: This position requires you to work on-site 3 times a week (Tue to Thu) in São Caetano do Sul/SP

Key Responsibilities

As a PSC (People Service Center) Agent youll be part of a modern AI-enabled service delivery team that combines technology with human expertise to deliver exceptional employee experience. Youll 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.

• 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

Technical Requirements

• Bachelors degree completed mandatory
• Proficiency in Microsoft Office mandatory
• English from intermediate level mandatory
• HR experience - mandatory
• Knowledge of automation tools desirable
• Experience with customer service and HR systems desirable

Core Competencies
HR Foundation

• Understanding of HR policies processes and employee lifecycle
• Ability to interpret and apply HR guidelines appropriately
• Employee-first mindset and service orientation
  

Technology Aptitude

• Comfortable working with multiple digital platforms and AI tools
• Quick learner of new technologies and systems

Knowledge Management

• Continuously update and improve knowledge articles
• Document solutions and best practices
• Identify gaps in knowledge base
  
  Friction Elimination
• 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

Behavioral

• 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).

About GM

Our vision is a world with Zero Crashes Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better safer and more equitable for all.

Why Join Us

We believe we all must make a choice every day individually and collectively to drive meaningful change through our words our deeds and our culture. Every day we want every employee to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities

General Motors is committed to being a workplace that is not only free of unlawful discrimination but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required where applicable to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more visit How we Hire.

Accommodations

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