About the team
As an Employee Service Center (ESC) Data Analyst (P3) supporting the entire Employee Service & Operations team, you will be the analytical engine behind how the ESC understands performance, demand, and operational health. You will transform data from Workday, ServiceNow, and other sources into clear insights that improve employee support outcomes and inform resourcing and process decisions.You will monitor key metrics, investigate trends, and own core reporting and review cadences for the ESC. You will also analyze Workday transactions and HR Service Delivery workflows to uncover bottlenecks, protect data quality, and surface opportunities for automation and process improvement. Your work will directly impact the employee experience, operational efficiency, and leadership’s ability to make data-driven decisions.
About the role
Key Responsibilities include:
Own the ESC reporting cadence. Design, build, and maintain dashboards and recurring reports (e.g., monthly reviews, QBRs) that translate raw data into narratives highlighting SLA performance, risks, and opportunities, and that showcase team impact to leadership.
Monitor core ESC performance metrics. Track and interpret metrics such as resolution time, CSAT, ART, volume, backlog, and SLA adherence; identify trends, risks, and improvement opportunities; and recommend clear, data-backed actions.
Support capacity and workload data analysis. Monitor project and centralization impacts to team capacity, and develop models of reporting/dashboards that inform staffing needs to support proactive resourcing decisions.
Analyze Workday transactions and HRSD workflows end-to-end. Use data to identify bottlenecks (e.g., approval delays, late-effective transactions, completion before vs. after effective date) across key business processes, quantifying their impact and partnering with COEs to address root causes rather than only case-closure symptoms.
Conduct deep-dive investigations on recurring issues and bottlenecks. Perform targeted analyses on patterns you see in the data (e.g., repeated escalations, process gaps, quality concerns), size the impact, and propose pragmatic, quick-win workflow enhancements; define success measures and track before/after impact. Partner with P&O on longer term workflow needs.
Drive data-informed continuous improvement. Identify automation and self-service opportunities that improve agent efficiency and employee experience, and partner with stakeholders and other teams within the Employee Service & Operations team, and product/process owners to prioritize, size, and scope improvements using robust data.
Support ESC and enterprise backlogs with strong analytics. Submit operational pain points and proposals into the ES&O backlog through established intake, supplying the data, trends, and impact analysis needed to inform prioritization and solution design.
Partner on cross-functional programs and cyclical events. Collaborate with HRBPs, TA, Compensation, Payroll, IT, and other partners to provide the reporting, insights, and data quality checks needed to support cyclical HR programs, organizational changes, and onboarding.
Protect and improve data quality. Proactively identify, analyze, and resolve bottlenecks in Workday business processes and transactions, ensuring root causes are addressed rather than focusing solely on downstream ticket or service request closure metrics.
Audit HR transactions and data across Workday and ServiceNow, identify discrepancies and root causes, and recommend process or configuration changes that mitigate data risks and improve accuracy and timeliness.
Analyze Workday transaction and approval flow performance to uncover and resolve underlying process inefficiencies, preventing recurring issues that may be obscured by service request closure timelines.
Communicate insights clearly and accessibly. Build visuals and summaries that make complex data easy to interpret for both technical and non-technical audiences; tailor recommendations to the audience, from frontline leaders to senior stakeholders.
Maintain confidentiality and integrity. Handle sensitive employee and candidate information with the highest level of integrity, discretion, and data stewardship.
Who you are
Analytical and detail-oriented. You have a strong track record of investigative data work, using quantitative analysis to uncover root causes, size opportunities, and drive operational improvements.
A data storyteller. You are comfortable building dashboards and reports and excel at turning complex data into clear narratives, visuals, and recommendations that influence decisions.
Systems-fluent in HR data. You are experienced navigating Workday and ServiceNow (or similar HRIS and ticketing/workflow tools) to pull, validate, and interpret data; you understand how HR transactions and HRSD workflows show up in the data and where issues can hide.
Focused on capacity and performance. You are excited to work on capacity models and performance frameworks that help leaders understand demand, plan staffing, and manage SLAs.
A proactive problem-solver. You anticipate risks and opportunities, propose data-backed solutions, and exercise sound judgment on when to implement quick wins versus escalate larger issues for broader collaboration. Moves quickly when identifying issues and produces solutions that fit the needs of the business.
A collaborative partner. You build strong, trust-based relationships across HR, Operations, and business partners, and you are comfortable working through ambiguity to clarify questions and align on measurement.
A strong communicator. You can distill complex analyses into concise written and verbal updates that drive clarity and action across diverse audiences.
Committed to confidentiality and data ethics. You are trusted with sensitive information and consistently model integrity, discretion, and respect for employee privacy.
Experienced in HR operations and/or analytics. Typically, you bring 3–5 years of experience in HR operations, shared services, workforce management, or data/analytics roles, with:
Hands-on experience using HR systems such as Workday and ticketing/workflow tools such as ServiceNow (or equivalents).
Proficiency with data and reporting tools (e.g., Excel/Sheets, BI/dashboarding tools, SQL or similar) and comfort working with large data sets.
Get to know us
At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company that's reshaping an industry and helping more people make home a reality.
Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.
No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.