Internship HR Data Analytics – Strengthening HR Self Service Through Ticket and Knowledge Base Analysis
Share
Job Location:
Veghel - Netherlands
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Title
Internship: HR Data Analytics Strengthening HR Self Service Through Ticket and Knowledge Base AnalysisJob Description
Assignment type:Internship
Start date:September
Assignmentduration:6months
Location:Veghel
Educationlevel:Bachelor/Master
Desiredstudy:Data Science (International) Business administrationor related
Language:Dutch/English
Description of assignment
Vanderlandes global HR organization usesTOPdeskas the central HR service platform for handling HR-related questions and requests. Despite maintaining a comprehensive HR Knowledge Base covering topics such as onboarding contracts leave compensation and policy guidance HR still receives recurring tickets on subjects for which knowledge articles are already available. On the other hand there are also ticket categories for which no supporting knowledge article exists at all.
This internship investigates the alignment between HR ticket data from the past 24 months and the content of the HR Knowledge Base. The goal is to identify gaps overlaps and opportunities for improvementin order tostrengthen HRs self-service capabilities and reduce unnecessary ticket volume. Ultimately the insights from this research will help HR create better content improve intake quality and enable more effective routing.
At the end of the internship a dashboard will be developed and presented in which all findings bottlenecks and improvement opportunities are clearly visualized enabling HR to take targeted action.
Department description
The internship is within the HR Global Specialists department a team of specialists responsible for service management complex case managementmaintainingglobal policies and processes and knowledge content. HR Global Specialists work closely with regional HR teams and the HR Global Service Desk to ensure consistent and highquality service delivery across all countries.You will collaborate with specialists from various domains and HR Operations gaining insights into how globalHRexpertisesupports daytoday service excellence.
Tasks/responsibilities
Analyse 24 months of HRTOPdeskticket data to identify trends recurring issues and major ticket drivers.
Compare ticket topics with existing HR Knowledge Base articles to detect content gaps and overlaps.
Identify which topics lack knowledge content and which existing articles do not reduce ticket creation.
Investigate ticket escalation patterns between Tier 1 and Tier 2 to understand potential root causes.
Develop a visual reporting dashboard (Power BI or similar) to highlight key insights.
Formulate practical recommendations for knowledge improvements new content and potential intake form enhancements.
Your profile
Strong analytical mindset and comfortable working with structured datasets.
Ability toidentifypatterns and translate data into clear insights.
Experience with Excel Power BI and/or other analytical tools is preferred.
Structuredindependentand detail-oriented way of working.
Strong communicationskills to present findings clearly to HR stakeholders
*Mandatory enrolment to a Dutch Education System & resident of The Netherlands
Contact
Do you recognize yourself in this challenging profile Are you looking for an internship in our organization Please fill out the application form and upload your resume and cover letter. For more information contact us by e-mail: .
Required Experience:
Intern
Key Skills
About Company
Vanderlande is the global market leader for value-added logistic process automation at airports, and in the parcel market. The company is also a leading supplier of process automation solutions for warehouses. ... The company focuses on the optimisation of its customers' business proc ... View more
