HR Services Experience Analyst

About the role

As an HR Services Experience Analyst at SLB, you will help employees across supported geographies navigate HR processes, find accurate information and resolve their questions efficiently. Working closely with Payroll, local and regional HR teams and subject matter experts, you will contribute to the knowledge, systems and continuous improvements that make HR services more accessible and effective.

Key responsibilities

• Receive and resolve employee queries through support channels, giving accurate, timely responses within service levels and promoting self-service.
• Guide employees through HR processes, keep them informed of request progress and follow queries through to resolution.
• Develop, maintain and improve user-friendly knowledge articles and documentation for employees and HR teams.
• Review feedback and low-rated queries, and act on them to improve customer satisfaction and NPS.
• Work with Payroll, local and regional HR teams and other stakeholders to resolve queries, coordinate escalations and ensure accurate handling of employee data and HR transactions.
• Validate documentation, SAP transactions, exemptions and master data updates against company policies, internal controls, data privacy requirements and country legislation.
• Follow escalation procedures for urgent, sensitive or high-risk cases and report HR service quality events.
• Prepare verification of employment letters and other employment certificates when applicable.
• Track KPIs, query trends and employee feedback to identify service improvements, and take part in user acceptance testing, research, reporting and projects supporting HR platform evolution.
• Share knowledge and best practices with HR Hub colleagues and local HR teams.

Required profile

• 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 within 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.
• Ability to analyze service metrics and query trends, and strong written and verbal English; additional languages for supported geographies are an advantage.