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 managemen

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