Assistant Analyst - Ask HR Specialist

The Knowledge Manager, HR Operations is responsible for driving correct and widespread usage of the Bank’s AskHR knowledge base to ensure both staff, alumni and external third parties are provided with the advice and information they require on HR policies and procedures.

The role operates at three levels:

• Being the first point of contact for any employee queries.
• Maintaining the knowledge base for employees around HR policies and procedures.
• Being responsible for designing and delivering all change interventions to:

• create capacity within the role to be re‑invested in more strategic duties
• introduce new and emerging technologies to the helpdesk function
• facilitate service improvements across the department using trends and analysis of helpdesk activity

The role is highly focused on customer experience and service during and after the employee life cycle as well as achieving change and improvement outcomes.

Accountabilities and Responsibilities

Tier 0 (Self‑service) Query Resolution

• Responsible for ensuring that the AskHR platform becomes the preferred channel for staff to resolve all basic HR related questions.
• Using the data collected by the platform to ensure the AskHR carousel always highlights the information that is considered most important to communicate to users at that point in time.
• Experience of using AskHR and the ease of that experience translates into giving time back to users, enabling them to do more meaningful things that make a difference.
• Knowledge Based Articles (KBAs) created by Resolver Groups remain current, and are continually improved in response to user feedback.
• Resolver Groups receive regular feedback on their service levels (e.g. SLAs within tolerance) and understand where there are opportunities for improvement.
• Resolver Groups understand how to effectively leverage the platform to drive self‑service; this will include sharing best practice for how to promote and communicate via KBAs in ServiceNow, and working with Learning and Development to design effective on‑boarding training for new resolver group members which can then be delivered via the Bank’s Enterprise Learning Management Platform.
• Based on employee usage and data analytics, review which new ServiceNow enhancements are likely to increase the adoption and use of the platform by users so it is the preferred channel for staff to use to resolve all basic HR related questions.
• Advise and recommend to the AskHR Platform Owner on which of these enhancements HROD should consider enabling.
• Responsible for ensuring improvement of Support Letters; this includes understanding when new letter templates should be created/existing templates need to be adapted in response to user feedback and/or external factors, and collaborating with the Office of the General Council to ensure these are created/updated.

Tier 1 (Basic queries that can’t be answered by self‑service) Query Resolution

• Drive a culture of users raising a ticket to resolve queries that can’t be answered by self‑service.
• Provide consistent and accurate responses to user queries, or triage queries to the appropriate Resolver Group for resolution.
• These responses must be people‑centric and simple to understand with a focus on customer satisfaction and minimising re‑opened tickets or unnecessary escalations.

Tier 2 (Complex queries)

• Own the coordination and overall service quality of ‘complex’ queries. This will include working collaboratively with CoEs to ensure:

• A ‘seamless’ user experience for those users who need to transition between AskHR and other CoEs to get their query resolved.
• CoEs are aware of any insights from the AskHR data set that are relevant to cases they are managing.
• Work collaboratively with Resolver Groups to, over time, codify complex queries into:

• upskilling points for the Knowledge Manager
• KBAs to increase the mix of queries that can be answered via Tier 0 (self‑service) and Tier 1 (Basic Queries)

Root Cause Resolution

• Based on data analytics and employee usage, collaborate with Resolver Groups, People Analytics and the Change and Transformation Team to understand the root cause of why queries are being raised by users.
• Influence these teams to have interventions to fix issues at source which will enhance employee experience.

Continuous Improvement of HROD Products and Services

• Provide insights and feedback proactively to HROD’s product owners to ensure policies, products and services are designed in a way that minimises the probability that users raise queries. This includes:

• Understanding how proposed changes to policies and processes may affect query volumes and mix.
• Identifying themes/trends within the AskHR data set, which indicate where there are opportunities to make improvements to existing policies and processes.
• Provide early warning, by analysing indicators within the AskHR data set, of potential issues and influence HROD to make pre‑emptive interventions to ‘nip them in the bud’ before they develop into something more serious.
• Proactively identify opportunities to engage with the bank to push information to staff using historic trend data to pre‑empt and avoid queries.
• Run regular workshops for department making sure new starters and existing HROD team members are adopting best practice in regard to platform use.
• Maintain the platform so it is providing the best user experience. This includes platform design, user interaction and look and feel.
• The role will be expected to be involved in a number of projects throughout the year providing advice on change management and how to optimise the Servicenow platform.
• Proactively manage the knowledge articles for AskHR. Updating as necessary or retiring if redundant.
• Solicit and action feedback related to the employee experience elements of the askHR helpdesk.
• Proactively manage the askHR helpdesk service to, over time, create material capacity for the role holder to re‑invest into other strategic tasks related to the maintenance of internally facing HR knowledge (e.g. policies, processes, reporting).
• Utilise experience or learnings about chatbots and Natural Language Processing (NLP) to configure, enhance, and train the chatbot on HR processes, policies and frequently asked questions to provide accurate and timely responses to employees.
• Identify, design and deliver small improvement projects independently or with the help of the platform teams in IT.
• Stay up‑to‑date on the latest developments and advancements in ServiceNow functionalities, attending training sessions and industry conferences to continuously enhance your expertise.

Data and Analytics

• Responsible for the creation of Quarterly and Annual Service Management Report.
• Responsible for presenting quarterly reports to HRMT and wider HR Department.
• Work collaboratively with the Communications Dept. to provide insights, by analysing indicators within the AskHR data set, into the success of HROD communication campaigns.

Knowledge, Skills, Experience and Qualifications

• Demonstrated experience in an HR Operations role or customer service role.
• Experience of running a help desk or being part of a resolver group preferred.
• Experience of working with generative AI, chatbots and/or Natural Language Processing preferred.
• Degree in relevant discipline preferred or equivalent experience.
• Good understanding of HR policies and guidelines, knowledge of HR cyclical activities preferred.
• Self‑motivated with excellent organisational skills with the ability to prioritise, multitask and meet specific timelines.
• Experience of operating an HR system; experience of HR ServiceNow desirable.
• Experience solving HR‑related process problems and good attention to detail.
• Good report writing and analytical skills.
• Good communication skills, including ability to present to various audiences.
• Experience of communicating sensitively and empathetically to provide reassurance as well as information.
• Experience of working in a multi‑national environment with a dispersed workforce – preferred.
• Resilient, with proven ability to operate with discretion and without bias in a highly sensitive, risk mitigation environment.
• Analytical skills to deliver insight on qualitative and quantitative organisational data to influence decision making.
• Demonstrated proactive approach to problem solving and enjoys fully immersing themselves in data, business constraints, and problems they are interpreting and asks the right questions to get at the deeper‑level “why”.
• Experience using results of analysis and communicating this in an effective way, using good communication, storytelling and presentation skills.
• Demonstrates ability to build relationships and work effectively across teams.
• Good stakeholder engagement skills, including effective questioning and active listening.
• Strong attention to detail to ensure accuracy.
• Ability to manage and prioritise workload, to meet deadlines and follow through on completion of projects.

What is it like to work at the EBRD?

Our agile and innovative approach is what makes life at the EBRD a unique experience! You will be part of a pioneering and diverse international organisation, and use your talents to make a real difference to people’s lives and help shape the future of the regions we invest in.

The EBRD Environment Provides You With

• Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors across the regions we invest in.
• A working culture that embraces inclusion and celebrates diversity.
• An environment that places sustainability, equality and digital transformation at the heart of what we do.

Diversity and Inclusion

As the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, sexual orientation or disabilities. As an inclusive employer, we promote flexible working and expect our employees to attend the office 50% of their working time.