People Services Analyst

• Manage onboarding cases and tasks from intake through resolution, accurately documenting actions, decisions, and outcomes
• Support onboarding inquiries through case support, calls, chat, email, and approved service channels
• Communicate with candidates, Talent Acquisition Partners, hiring managers, HR partners, and internal support teams
• Monitor onboarding progress and outstanding actions across Serval, ServiceNow, Workday, HireRight, and related tools
• Process and follow up on background checks, including missing information, documents, next steps, conflicts, and exceptions
• Review background-check results against job requirements and process guidance, escalating policy, compliance, or business-judgment questions
• Complete Workday updates and downstream onboarding actions
• Monitor identity and access steps, documentation, equipment or asset requests, orientation activities, and Day 1 readiness
• Investigate onboarding timing and start-date readiness issues and coordinate resolutions
• Apply standard work, knowledge articles, templates, and escalation paths
• Maintain accurate case notes, trackers, and supporting records
• Meet service-level, quality, productivity, and customer-experience expectations
• Identify recurring issues, data-quality concerns, and process gaps; recommend simplification, automation, self-service, and visibility improvements
• Participate in process updates, testing, training, knowledgebase reviews, readiness activities, and hypercare support
• Support cross-training and business-continuity activities as the Manila People Services Center expands coverage

Requirements

• Bachelor’s degree in Human Resources, Business Administration, Psychology, Operations, or a related discipline; equivalent relevant experience may be considered
• Experience in HR operations, shared services, onboarding, recruiting operations, background screening, employee services, case management, or a related service environment
• Strong attention to detail and ability to handle confidential employee and candidate information appropriately
• Ability to manage multiple cases, deadlines, and priorities while maintaining accurate records
• Ability to interpret documented procedures, apply process requirements consistently, and escalation exceptions appropriately
• Strong written and verbal communication skills
• Working knowledge of Microsoft Office or equivalent productivity tools, including email, spreadsheets, and document-management applications
• Willingness and ability to learn and use Workday, ServiceNow, Serval, HireRight, and related tools
• Ability to work effectively in a high-volume, metric-driven environment with coverage across global time zones
• Experience supporting onboarding or background-investigation processes for salaried and hourly populations is preferred
• Experience with Workday business processes, ServiceNow HR case management, Serval or other employee-journey platforms, and HireRight or another background-screening provider is preferred
• Experience supporting global or multi-country HR operations is preferred
• Familiarity with identity and access management, IT asset fulfillment, orientation coordination, or Day 1 readiness activities is preferred
• Experience analyzing case volumes, service-level performance, root causes, defects, or customer feedback is preferred
• Experience with user acceptance testing, process transitions, hypercare, knowledge management, automation, or continuous-improvement initiatives is preferred
• Must not require GM immigration sponsorship now or in the future

Core Competencies

Demonstrates expertise in HR operations and onboarding processes, with a strong focus on case management, compliance, and effective communication. Proficient in using tools like Workday, ServiceNow, and HireRight to enhance onboarding efficiency and maintain data integrity.

Highest-signal resume keywords

• HR Operations Experience
• Onboarding Process Management
• Workday Proficiency
• ServiceNow Case Management
• Attention to Detail

ATS Optimization Keywords

Hard Skills

• Case Management
• Background Screening
• Data Analysis
• Process Improvement
• Documentation Management

Soft Skills

• Strong Communication Skills
• Ability to Manage Multiple Priorities
• Confidentiality Handling

Industry Keywords

• Onboarding
• Employee Services
• HR Shared Services
• Identity and Access Management
• Global HR Operations

Tools & Technologies

• Workday
• ServiceNow
• Serval
• HireRight
• Microsoft Office