As the US EDM Agent, you will play an essential operational role in supporting employee data management activities, ensuring accuracy, efficiency, and compliance with established protocols. Reporting to the EDM Lead/Manager, you will handle ticket processing, manage the ticket queue, respond to queries, and support the team in maintaining service-level agreements (SLAs) for EDM. You will also contribute to weekly and monthly reporting and participate in daily huddles to align on team priorities.

Primary Responsibilities:

- Ticket Processing & Queue Management: Process employee data management tickets and manage the queue to ensure timely and accurate responses. Address standard requests and escalate complex issues as required.
- Pending/Ageing Tickets Follow-up: Monitor and follow up on pending or ageing tickets, ensuring resolution within defined timelines. Prioritize critical requests to maintain workflow efficiency.
- Escalation Tickets & Issue Resolution: Handle escalated tickets, working with the EDM SME and Lead to address complex data issues and provide timely solutions to employee queries.
- Respond to Queries: Serve as a point of contact for employee data queries, providing accurate and prompt responses. Uphold high standards of service and professionalism in all interactions.
- Daily Huddles & Team Coordination:



Participate in daily team huddles to discuss ticket status, priorities, and any emerging issues. Collaborate with team members to ensure seamless service delivery.
- Weekly stakeholder Connects: Contribute to weekly connects with stakeholders by providing updates on ticket status, common queries, and process improvements.
- Reporting & Documentation Support: Assist in preparing weekly and monthly reports on ticket volume, resolution times, and key metrics. Maintain records of resolved issues and provide input for process documentation updates.
- Process Compliance & Audit Support: Support compliance efforts by adhering to established data management procedures and contributing to ad hoc audit requests as needed. Maintain process trackers for transparency and operational consistency.
- Customer Centricity: Ensure best in class customer satisfaction through regular feedback analysis and implementation of improvement action plans.
- KHMS: Follow Kraft Heinz Management System program for EDM operations team, ensuring standards and processes are aligned with KHMS playbook.

Education:

- Bachelor s degree in any stream (Preferably Human Resources, Information Systems, Business Administration, or a related field preferred).
- Continuous improvement certification is a plus.
- HR certification is a plus.

📌 Analyst I, Global (Ahmedabad)
🏢 Heinz
📍 Ahmedabad