HR Operational Excellence Analyst

Job description

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. We work on large scale distributed systems, processing almost 3 trillion events per day and this traffic is growing daily. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We're proud to work for a mission-driven company leveraging AI to transform the way we work. CrowdStrikers drive their careers through flexibility and autonomy while also being expected to contribute to a culture of responsible AI adoption, experimentation, and innovation. We use an AI-first mindset as a force multiplier to proactively and continuously accelerate execution, build expertise, uncover insights, and solve complex problems. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you. About the Role: The HR Operations Analyst is responsible for driving operational excellence through process optimization, system enhancement, and service delivery within our HR Shared Services organization. Our ideal candidate thrives in a dynamic and fast-paced environment and is experienced in implementing technical and procedural enhancements in support of an overall positive client experience. We are looking for candidates with strong analytical capabilities and Workday and ServiceNow expertise, as well as a mindset that promotes simplification, scalability, accuracy, and increased productivity for everyday users. This individual will also assist in providing light program oversight of our CJIS program. We welcome candidates with a broad HR background who have previous experience with executing and supporting HR processes and programs. The successful candidate must be willing to work in a global environment across multiple time zones. What You'll Do: Owning end-to-end process, system, and knowledge design Core Responsibilities Lead end-to-end operational excellence initiatives from discovery through implementation. Drive measurable business outcomes through process, service, and operational improvements. Independently manage stakeholder relationships and cross-functional collaboration. Utilize data, insights, and stakeholder feedback to inform decision-making. Influence decisions and drive alignment across teams. Ensure sustainability through governance, documentation, and adoption planning. Serve as a subject matter expert within assigned areas. Specialization Responsibilities. Process Improvement & Operational Excellence Leads the continuous review and redesign of existing HR service delivery processes to eliminate inefficiencies, reduce friction, and improve the employee experience. Analyzes ticket data, SLA performance, escalation trends, CSAT feedback, and Shared Services submissions to identify and prioritize improvement opportunities. Develops and implements process enhancements in partnership with HR leadership, COEs, and cross-functional stakeholders, within the governance framework approved by HRSD Management. Develops and maintains the quality standards and operational frameworks that govern how the HR Service Desk functions across both teams. SLA Analysis & Improvement Owns the analytical layer of SLA management — investigating root causes behind SLA misses (process gaps, knowledge deficiencies, workflow inefficiencies, or volume trends). Develops and implements process and knowledge-based solutions to address identified SLA performance issues. Monitors SLA trends on an ongoing basis, alongside CSAT and ticket data, to inform prioritization decisions. Provides SLA analysis and improvement recommendations to the Manager and HRSD Management to inform governance decisions, reporting, and strategic planning. Knowledge Creation & Management Owns the end-to-end development of new KBAs, SOPs, and process documentation in support of program launches, policy updates, and identified knowledge gaps. Partners with HR program owners, COEs, and subject matter experts to translate complex policy and process information into clear, accessible knowledge content for employees and service desk agents. Maintains the integrity and currency of the HR knowledge base, ensuring content is reviewed, retired, or updated on a defined cadence. Receives, evaluates, and prioritizes knowledge gap submissions and SOP edit suggestions from the Shared Services team. Owns the employee-facing knowledge base and content governance model, including article lifecycle management, review schedules, and publishing standards. Requirements & Testing Ownership Leads requirements gathering and documentation for new and updated processes, tools, and systems. Translates business needs into clear functional requirements. Defines testing strategy, scenarios, and success criteria for process and system changes. Leads UAT execution and stakeholder alignment prior to go-live. Program & Initiative Rollout Enablement Acts as the operational readiness partner for new HR programs and initiatives, ensuring the Service Desk is equipped with the knowledge, tools, and processes needed to support employees effectively at launch. Owns the employee-facing readiness experience for new HR programs and initiatives, developing KBAs, notifications, and self-service resources; collaborates with Product Management to provide UX feedback ensuring tools and processes are intuitive and launch-ready. Develops agent-facing resources, FAQs, and decision trees to support consistent and accurate service delivery during periods of change. Coordinates with HRSD Management on content accuracy and rollout readiness decisions, ensuring alignment with broader HR program timelines and priorities. Conducts post-launch reviews to assess knowledge effectiveness, ticket trends, and areas requiring refinement, reporting findings to HRSD Management. Metrics & Reporting Owns the analytical and insight layer of HRSD performance reporting — digging into ticket volume trends, knowledge deflection rates, SLA performance, CSAT data, and knowledge utilization metrics to surface root causes and actionable findings. Produces analysis and improvement recommendations that feed upward to the Manager and HRSD Management for governance decisions and leadership reporting. Measures the impact of implemented process and knowledge improvements over time, reporting outcomes to the Manager and HRSD Management. Translates CSAT trends and employee feedback into actionable improvement initiatives, ensuring the voice of the employee is embedded in the continuous improvement cycle. Stakeholder Management Manages working-level and subject matter expert relationships with HR COEs, Legal, and program owners for knowledge development, process improvement, and content accuracy needs. Engages internal subject matter experts during the development and review of all SOPs and KBAs prior to publication, ensuring content accuracy and compliance. Manages the defined governance and approval process for all new and updated knowledge content, escalating significant decisions to HRSD Management as appropriate. Operates within the senior stakeholder relationships owned by HRSD Management, ensuring alignment and consistency in cross-functional engagement. M&A Support & Enablement Drafts, facilitates quality review, and distributes offer letters for acquired employees, ensuring accuracy and timely delivery during integration milestones. Supports due diligence efforts by reviewing and collecting employee data (compensation plans, benefit details, and other people data) to inform cross-functi