Service Desk Analyst

Company Cox Automotive - USA Job Family Group People Solutions Job Profile Service Center Sr Analyst Management Level Individual Contributor Flexible Work Option Hybrid - Ability to work remote part of the week Travel % Yes, 5% of the time Work Shift Day Compensation Compensation includes a base salary in the range of $74,000.00 - $111,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program. Job Description Cox Automotive is currently seeking a Service Center Senior Analyst to join our team. Atlanta, GA is the preferred location; however, qualified candidates in Orlando, FL will also be considered. Job Summary: The Service Center Senior Analyst owns operational and performance reporting, data governance, and automation enablement across the Employee Service Center (ESC) - including payroll operational reporting alongside case management, workforce administration, and other ESC functional areas. This role transforms raw case, service, payroll, and operational data into decision-ready insight for People Solutions leadership, while identifying and packaging opportunities for AI-enabled deflection and process automation. The Senior Analyst partners across ESC functional teams and cross-functional stakeholders (Payroll, HR, Compliance, IT, and Automation/AI teams) to modernize legacy manual reporting into scalable, automated workflows, and serves as the primary data point of contact for ad hoc leadership, audit, and compliance requests. Responsibilities: Payroll Operational Reporting Develop, maintain, and analyze payroll operational dashboards, metrics, and reports using Workday, UKG, Excel, and other tools to support data-driven decision-making. Monitor payroll performance indicators, service levels, and compliance metrics, deliver actionable insights and recommendations to leadership. Serve as a subject matter expert for payroll reporting and analytics, ensuring data accuracy, integrity, and timely delivery of recurring and ad hoc reports. Analyze payroll trends, recurring issues, and case data to identify root causes and recommend sustainable solutions. ESC-Wide Operational Reporting & Dashboards Own and maintain operational reporting across ESC functional areas (payroll, case management, workforce administration, leaves, and other People Solutions capability areas), including migrating legacy manual processes to automated workflows. Build and manage recurring operational dashboards (e.g., case volume, SLA, deflection rate, first-contact resolution) within ServiceNow, alongside payroll-specific reporting. Conduct trend analysis on ESC and payroll data to surface process failures, training gaps, and automation opportunities. Deliver monthly reporting packages spanning payroll and broader ESC operations, pairing data with clear narrative and recommendations - not raw output alone. Data Governance & Systems Support ESC ServiceNow data structure governance (e.g., Sub-Category, Assignment Group, HR Services) and participate in ServiceNow UAT. Serve as the data point of contact for ad hoc leadership requests and audit/compliance reporting needs across cross-functional teams. AI & Automation Enablement Monitor cross-functional trends to flag repetitive, high-volume, or rule-based work suitable for AI deflection or automation, and package findings for leadership review. Support measurement of AI/automation initiative performance (e.g., Copilot Agent adoption, AI deflection rate, case summarization accuracy) using ServiceNow and other data sources. Maintain a pipeline of AI/automation candidate processes surfaced from ESC teams and case data anomalies, sized by volume and effort. Stakeholder Communication Translate initiative outputs into tailored insights for varying audiences - from front-line ESC teams to People Solutions leadership. Qualifications: Bachelor’s Degree in a related field and 4 years’ experience in analytics, data analysis, or a related discipline within a fast-paced, data-driven environment. The right candidate could also have a different combination, such as a master’s degree and 2 years’ experience; a Ph.D. and up to 1 year of experience; or 8 years’ experience in a related field. Ability to build and leverage relationships with internal customers and cross‑functional partners to drive collaboration, improve user experience, and deliver business outcomes. Experience utilizing ETL tools such as Alteryx or Informatica and data visualization tools such as Tableau or Power BI. Working knowledge of generative AI tools and prompt engineering concepts, with the ability to identify opportunities to improve reporting, automation, and decision support. Demonstrated commitment to continuous learning and adoption of new technologies. Strong understanding and practice of confidentiality, data privacy, and information security. Strong written and verbal communication, facilitation, consultation, and relationship management skills, with the ability to translate complex information into actionable insights. Experience with data analysis, reporting, and HR technology platforms. Strong attention to detail and accuracy, with demonstrated experience conducting data validation and pre- and post-processing audits. Preferred Qualifications: Experience supporting HR, payroll, workforce administration, shared services, or other employee-facing operations. Experience with Genesys Cloud Contact Center Telephony. Knowledge and training in core HR systems experience or certification in Workday, Oracle, ServiceNow, Absence Tracker, or UKG. Proven experience in driving large-scale change. Drug Testing To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited. Benefits The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. About Us Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and KelleyBlue Book and industry‑leading dealer‑facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested. EOE, including disability/vets Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future. #J-18808-Ljbffr