Agoda - People Service Excellence Analyst
Requirements
• Technology Adaptability: Comfortable learning and supporting HR systems without needing to be a technology specialist. • Technology Adaptability: • Bachelor’s degree in business administration, Human Resources, Information Systems, Operations, or a related discipline. • business administration, Human Resources, Information Systems, Operations, or a related discipline • 2–5 years of experience in business analysis, HR operations, HR process improvement, HR transformation, or a related role. • Practical experience working with HR processes and understanding of the employee lifecycle. • Experience analyzing and documenting business processes, workflows, and operating procedures. • Experience gathering requirements and working with multiple stakeholders. • Strong analytical, problem-solving, and organisational skills. • Ability to translate complex business needs into clear and practical requirements. • Strong written and verbal communication skills. • Proficiency in Microsoft Office or equivalent tools, particularly Excel, PowerPoint, and process documentation tools. • Experience working with Human Capital solutions, case management, or other HR applications. • Process mapping • Root-cause analysis • Stakeholder analysis • Requirements traceability • Impact assessment • Exposure to Agile, Waterfall, or hybrid project delivery methodologies desired. • Familiarity with tools such as Jira, Confluence, Visio, Lucidchart, Miro, or similar platforms. • Knowledge of HR policies, controls, data privacy, and compliance considerations. • Relevant certification in business analysis, project management, HR, Lean, or process improvement is an advantage. • Adoption and sustainability of improved HR processes. • Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
Responsibilities
• Analyse existing HR processes, workflows, services, and procedures to identify inefficiencies and improvement opportunities. • Document current-state and future-state processes using process maps, workflow diagrams, and standard operating procedures. • Recommend improvements that enhance operational efficiency, service quality, compliance, and employee experience. • Support the development and maintenance of HR process documentation, guidelines, and knowledge materials. • Business Requirements and Stakeholder Management • Engage with stakeholders and business users to understand their needs, challenges, and objectives. • Gather, analyse, and document user stories, business, and functional requirements. • Translate business needs into clear, structured requirements • Facilitate workshops, interviews, and requirement eliciation sessions. • Validate requirements with relevant stakeholders and ensure alignment with business priorities. • Manage stakeholder expectations and communicate project updates, risks, dependencies, and decisions clearly. • HR Technology Implementation Support • Provide basic business analysis support for HR technology initiatives, system enhancements, and process automation projects. • Reporting and Governance • Prepare analysis, recommendations, status updates, and project status reports. • Track process improvement actions, project deliverables, risks, issues, and dependencies. • Support the creation of process performance measures and service-level indicators. • Ensuring process changes are appropriately documented, communicated, and embedded. • Contribute to continuous improvement governance, standards, and best practices.
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