Assistant Analyst - Ask HR Specialist

Overview

Requisition ID: 36401

Office Country: United Kingdom

Office City: London

Division: Human Resources & Org. Development

Contract Type: Short Term Contract

Length: 18 months

Posting End Date: 08/02/2026

Purpose of the Job

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 reinvested in more strategic duties, introduce new and emerging technologies to the helpdesk function and 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

Responsible for ensuring that the AskHR platform becomes the preferred channel for staff to resolve all basic HR related questions. Use data collected by the platform to ensure the following:

• AskHR carousel always highlights information that is most important to communicate to users at that point in time
• Your experience of using AskHR should make the experience easy, saving time for users so they can focus on meaningful tasks
• 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 opportunities for improvement
• Resolver Groups understand how to leverage the platform to drive self-service, including best practices for promoting KBAs via ServiceNow and collaborating with Learning and Development to design onboarding training
• Based on employee usage and data analytics, review which ServiceNow enhancements are likely to increase adoption and use of the platform. Advise the AskHR Platform Owner on enhancements to enable.
• Improve Support Letters by understanding when new templates should be created or existing templates updated in response to user feedback and/or external factors, in collaboration with the Office of the General Counsel.

Drive a culture of users raising a ticket to resolve queries that cannot be answered by self-service. Provide consistent and accurate responses to user queries, or triage to the appropriate Resolver Group. Responses should be people-centric, simple to understand, and aim to minimise re-opened tickets or unnecessary escalations.

Own the coordination and overall service quality of complex queries, including collaborating with CoEs to ensure:

• A seamless experience for users transitioning between AskHR and other CoEs
• CoEs are aware of insights from the AskHR data relevant to cases they manage
• Work with Resolver Groups to codify complex queries into upskilling points for the Knowledge Manager and KBAs to increase the share of queries solvable at Tier 0 and Tier 1

Collaborate with Resolver Groups, People Analytics and Change and Transformation Team to understand root causes of queries and influence interventions at the source to enhance employee experience.

Provide proactive insights to policy owners to minimise query volumes and inform product design. Identify trends and themes in the AskHR data to improve policies and processes. Provide early warning of potential issues by analysing indicators in the AskHR data and push pre-emptive interventions. Engage with the Bank to push information to staff using historic trend data to pre-empt queries. Run regular workshops to ensure new starters and existing HROD members adopt best practices in using the platform. Maintain platform usability and user experience (design, interaction, look and feel). Participate in projects to advise on change management and how to optimise the ServiceNow platform. Proactively manage knowledge articles in AskHR, updating or retiring as needed. Solicit and act on feedback related to employee experience of the AskHR helpdesk. Manage the AskHR helpdesk to create capacity for strategic tasks (policies, processes, reporting). Utilise experience with chatbots and NLP to configure, enhance, and train the chatbot on HR processes and FAQs. Identify, design and deliver small improvement projects, independently or with IT platform teams. Stay up-to-date on ServiceNow developments by attending training and industry events.

Responsible for creating Quarterly and Annual Service Management Reports. Present quarterly reports to HRMT and wider HR Department. Collaborate with Communications to provide insights into the success of HROD communications campaigns.

• Demonstrated experience in an HR Operations or customer service role
• Experience of running a help desk or being part of a resolver group is preferred
• Experience with generative AI, chatbots and/or NLP is preferred
• Degree in a relevant discipline or equivalent experience is preferred
• Good understanding of HR policies and guidelines; knowledge of HR cyclical activities preferred
• Self-motivated with excellent organisational skills, ability to prioritise and multitask
• Experience operating an HR system; experience with HR ServiceNow desirable
• Experience solving HR-related process problems with good attention to detail
• Good report writing and analytical skills
• Good communication skills for presenting to various audiences
• Experience communicating sensitively and empathetically
• Experience working in a multi-national environment with a dispersed workforce (preferred)
• Resilient with discretion and bias-free in a sensitive risk environment
• Analytical skills to deliver insights from qualitative and quantitative data
• Proactive problem-solving attitude, with ability to explore data and root causes
• Ability to present analysis effectively with storytelling and presentation skills
• Ability to build relationships across teams
• Strong stakeholder engagement, questioning and active listening
• Strong attention to detail and ability to meet deadlines

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, engaging work with a wide range of experts across regions
• A culture that embraces inclusion and celebrates diversity
• An environment that places sustainability, equality and digital transformation at the heart of what we do

Diversity is one of the Bank’s core values and EBRD seeks to ensure everyone is treated with respect and given equal opportunities in an inclusive environment. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of race, ethnicity, religion, 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.

Please note, that due to the high volume of applications received, we regret to inform you that we are unable to provide detailed feedback to candidates who have not been shortlisted.