HR Operational Excellence Analyst

CrowdStrike•Austin, TX

2d•Remote

About The Position

The HR Operations Analyst is responsible for driving operational excellence through process optimization, system enhancement, and service delivery within our HR Shared Services organization. Our ideal candidate thrives in a dynamic and fast-paced environment and is experienced in implementing technical and procedural enhancements in support of an overall positive client experience. We are looking for candidates with strong analytical capabilities and Workday and ServiceNow expertise, as well as a mindset that promotes simplification, scalability, accuracy, and increased productivity for everyday users. This individual will also assist in providing light program oversight of our CJIS program. We welcome candidates with a broad HR background who have previous experience with executing and supporting HR processes and programs. The successful candidate must be willing to work in a global environment across multiple time zones.

Requirements

4–7 years in HR operations or transformation roles.
Experience leading process improvement initiatives.
Familiarity with Lean/Six Sigma methodologies.
Proven track record of enterprise-level process transformation and governance.
Proven experience utilizing AI technologies to enhance decision-making, streamline workflows and processes, improve efficiency and drive business outcomes.

Nice To Haves

Familiarity with M&A integration and global entity expansion processes a plus

Responsibilities

Owning end-to-end process, system, and knowledge design
Lead end-to-end operational excellence initiatives from discovery through implementation.
Drive measurable business outcomes through process, service, and operational improvements.
Independently manage stakeholder relationships and cross-functional collaboration.
Utilize data, insights, and stakeholder feedback to inform decision-making.
Influence decisions and drive alignment across teams.
Ensure sustainability through governance, documentation, and adoption planning.
Serve as a subject matter expert within assigned areas.
Leads the continuous review and redesign of existing HR service delivery processes to eliminate inefficiencies, reduce friction, and improve the employee experience.
Analyzes ticket data, SLA performance, escalation trends, CSAT feedback, and Shared Services submissions to identify and prioritize improvement opportunities.
Develops and implements process enhancements in partnership with HR leadership, COEs, and cross-functional stakeholders, within the governance framework approved by HRSD Management.
Develops and maintains the quality standards and operational frameworks that govern how the HR Service Desk functions across both teams.
Owns the analytical layer of SLA management — investigating root causes behind SLA misses (process gaps, knowledge deficiencies, workflow inefficiencies, or volume trends).
Develops and implements process and knowledge-based solutions to address identified SLA performance issues.
Monitors SLA trends on an ongoing basis, alongside CSAT and ticket data, to inform prioritization decisions.
Provides SLA analysis and improvement recommendations to the Manager and HRSD Management to inform governance decisions, reporting, and strategic planning.
Owns the end-to-end development of new KBAs, SOPs, and process documentation in support of program launches, policy updates, and identified knowledge gaps.
Partners with HR program owners, COEs, and subject matter experts to translate complex policy and process information into clear, accessible knowledge content for employees and service desk agents.
Maintains the integrity and currency of the HR knowledge base, ensuring content is reviewed, retired, or updated on a defined cadence.
Receives, evaluates, and prioritizes knowledge gap submissions and SOP edit suggestions from the Shared Services team.
Owns the employee-facing knowledge base and content governance model, including article lifecycle management, review schedules, and publishing standards.
Leads requirements gathering and documentation for new and updated processes, tools, and systems.
Translates business needs into clear functional requirements.
Defines testing strategy, scenarios, and success criteria for process and system changes.
Leads UAT execution and stakeholder alignment prior to go-live.
Acts as the operational readiness partner for new HR programs and initiatives, ensuring the Service Desk is equipped with the knowledge, tools, and processes needed to support employees effectively at launch.
Owns the employee-facing readiness experience for new HR programs and initiatives, developing KBAs, notifications, and self-service resources; collaborates with Product Management to provide UX feedback ensuring tools and processes are intuitive and launch-ready.
Develops agent-facing resources, FAQs, and decision trees to support consistent and accurate service delivery during periods of change.
Coordinates with HRSD Management on content accuracy and rollout readiness decisions, ensuring alignment with broader HR program timelines and priorities.
Conducts post-launch reviews to assess knowledge effectiveness, ticket trends, and areas requiring refinement, reporting findings to HRSD Management.
Owns the analytical and insight layer of HRSD performance reporting — digging into ticket volume trends, knowledge deflection rates, SLA performance, CSAT data, and knowledge utilization metrics to surface root causes and actionable findings.
Produces analysis and improvement recommendations that feed upward to the Manager and HRSD Management for governance decisions and leadership reporting.
Measures the impact of implemented process and knowledge improvements over time, reporting outcomes to the Manager and HRSD Management.
Translates CSAT trends and employee feedback into actionable improvement initiatives, ensuring the voice of the employee is embedded in the continuous improvement cycle.
Manages working-level and subject matter expert relationships with HR COEs, Legal, and program owners for knowledge development, process improvement, and content accuracy needs.
Engages internal subject matter experts during the development and review of all SOPs and KBAs prior to publication, ensuring content accuracy and compliance.
Manages the defined governance and approval process for all new and updated knowledge content, escalating significant decisions to HRSD Management as appropriate.
Operates within the senior stakeholder relationships owned by HRSD Management, ensuring alignment and consistency in cross-functional engagement.
Drafts, facilitates quality review, and distributes offer letters for acquired employees, ensuring accuracy and timely delivery during integration milestones.
Supports due diligence efforts by reviewing and collecting employee data (compensation plans, benefit details, and other people data) to inform cross-functional planning.
Supports the development and execution of offer materials for incoming employees as part of the M&A onboarding process.
Reviews census employment data to identify gaps or missing details required to support HRIT.
Develops and distributes employee-facing communications after announcement, ensuring acquired employees receive timely, clear, and consistent messaging throughout the transition.
Creates and maintains communication templates and resources to support a consistent employee experience across M&A events.
Serves as the HR operational point of contact for M&A activity, supporting seamless employee integration.
Generates and distributes offer letters to employees transitioning from PEO to entity, ensuring accuracy, compliance with local requirements, and timely delivery ahead of conversion milestones.
Leads the conversion of worker records in Workday during PEO-to-entity transitions, ensuring employee data accurately reflects new employment entities, cost centers, and organizational structures.
Audits and validates Workday records post-conversion, identifying and resolving data discrepancies to maintain system integrity.
Defines and documents business requirements for HRIT to update Workday configurations, workflows, and processes in support of new entity establishment and ongoing global expansion.
Acts as the HR Operations liaison to HRIT, translating operational needs into clear system requirements that enable scalable global growth
Coordinates benefits enrollment for employees transitioning from PEO to entity, ensuring workers are connected to appropriate plans, carriers, and enrollment windows without disruption to coverage.
Supports onboarding documentation during entity conversions, collecting and validating required employee information for accurate and timely completion of payroll, benefits, and policy acknowledgment activities.

Benefits

Market leader in compensation and equity awards
Comprehensive physical and mental wellness programs
Competitive vacation and holidays for recharge
Paid parental and adoption leaves
Professional development opportunities for all employees regardless of level or role
Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
Vibrant office culture with world class amenities
Great Place to Work Certified™ across the globe
health insurance
401k
paid time off