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People Care Operations Analyst

hace 2 semanas

Guadalajara, Jalisco, México Hewlett Packard Enterprise A tiempo completo
People Care Operations Analyst (Process & Analytics)This role has been designed as 'Hybrid' with an expectation that you will work on average 2 days per week from an HPE office

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

People Care is HPE's internal HR support service. As demand grows across channels (AskHR, Cases, Messaging), we need disciplined operations, clear processes, and reliable reporting to keep the engine running smoothly.

You'll be the operations backbone for People Care: analyze how work flows, map and improve processes, and build the reporting that guides decisions. You'll support light project work for Salesforce enhancements (not owning the roadmap, but keeping it organized), partner with PSTE/GPS, and help standardize operating practices across teams.

How you´ll make your mark:

  • Process Analysis & Mapping

    • Document "as-is" flows for People Care services; build clear process maps and SOPs.

    • Identify bottlenecks, handoff risks, and quick wins; propose "to-be" improvements with effort/benefit.

  • Reporting & Analytics

    • Own weekly/monthly KPI reporting (case volume, SLAs, CSAT, backlog health, escalations, staffing signals).

    • Build/maintain Salesforce reports & dashboards; ensure single-source-of-truth and data hygiene.

    • Translate data into practical insights and recommendations for Ops and People Leaders.

  • Operational Coordination

    • Support capacity views and simple workforce planning inputs (trendlines, seasonality, peaks).

    • Track action items from metric reviews; follow through to closure.

  • Salesforce Enhancements (Support Role)

    • Coordinate intake, triage use cases, validate requirements, and UAT small changes.

    • Maintain change logs, comms snippets, and basic go-live checklists.

  • Governance & Communication

    • Keep SOPs and knowledge current (AskHR/People Care context).

    • Draft concise updates when reporting, process, or tooling changes impact advisors.

About You:

  • Bachelor's degree or equivalent experience.

  • 2–5 years in operations, business analysis, or HR support (shared services a plus).

  • Strong process mindset: able to turn messy workflows into clear, up-to-date process maps.

  • Solid analytics skills: Excel/Sheets, Salesforce reports/dashboards; confident with KPIs and data quality.

  • Organized, calm under pressure, and practical in your recommendations.

  • Experience in HR case management (Salesforce Service Cloud, Knowledge, Messaging).

  • Familiar with continuous improvement and basic data tools.

  • Ability to create clean visuals (process maps, dashboard mockups) that non-analysts understand.

  • Associate Salesforce Certified or more.

Additional Skills:

Accountability, Accountability, Active Learning, Active Listening, Bias, Business, Business Objectives, Business Strategies, Change Management Strategies, Coaching, Communication, Creativity, Critical Thinking, Design Thinking, Empathy, Follow-Through, Growth Mindset, HR Programs, Human Resources (HR), Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, People Management, People Strategies, Personal Initiative {+ 5 more}

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#mexico#humanresources

Job:

Human Resources

Job Level:

Intermediate

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.