People Operations Analyst, Benefits

Avalara • Durham, NC

4d • Hybrid

About The Position

The People Operations Analyst focused on benefits provides accurate operational support for Avalara's global benefits programs as a member of the People Operations team. You will be the first line of support for employee benefit inquiries and partners with the Benefits Center of Excellence, People Technology, and People and Culture teams. You will focus on delivering a high-quality employee experience improving systems, processes, and knowledge through simplification, automation, and data-driven improvements. You will report to the Senior Manager, Global People Ops.
This is a hybrid role that must be located in Durham #Hybrid

Requirements

• Experience supporting HR, Benefits, or People Operations processes in a global environment.
• Experience with HR systems such as Workday and case management tools such as ServiceNow.
• Written and communication skills, including experience creating knowledge base content.
• Analyze processes, identify issues, and recommend improvements.

Nice To Haves

• Experience supporting global or multi-country benefit programs.
• Exposure to HR automation, AI tools, or chatbot knowledge management.
• Experience writing requirements for system or process enhancements.

Responsibilities

• Provide support for global benefit inquiries through ServiceNow by delivering accurate and empathetic responses.
• Maintain working knowledge of global benefit programs, policies, and eligibility rules to ensure correct guidance and resolution.
• Identify recurring issues and causes by reviewing trends in cases and feedback, and recommend durable solutions.
• Escalate complex or systemic issues while maintaining ownership through resolution.
• Create, update, and maintain Benefits-related knowledge base articles that are clear, accurate, and employee-friendly.
• Audit AI chatbot responses to identify gaps or inaccuracies and update knowledge sources to improve automated support.
• Partner with the Benefits Center of Excellence and People Technology teams to support system improvements, enhancements, and issue resolution.
• Identify opportunities to improve processes through Workday, ServiceNow, automation, and AI-enabled solutions.
• Help write clear, well-scoped requirements for system or process enhancements.
• Use data, trends, and feedback to measure the effectiveness and inform continuous improvement plans.

Benefits

• In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.
• Benefits vary by location but generally include private medical, life, and disability insurance.
• Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed