Service Center Senior 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 remotely part of the week

Travel %

Yes, 5% of the time

Work Shift

Day

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.

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 Kelley Blue 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 by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

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.