People Operations Analyst at DigiCert, Inc.

Job summary

• We are seeking a detail-oriented and service-driven global People Operations Analyst to join our Global Human Resources team. This role serves as an escalation point for complex employee inquiries and cases, working across multiple Global HR functions including leaves of absence and policy interpretation. In addition to resolving cases, this role contributes to operational excellence through case trend analysis and process improvement recommendations.

What you will do

• Case Management: Respond to and resolve Tier 2 employee inquiries and issues submitted related to HR policies, programs, and systems.
• Process Execution: Support and execute operational HR processes (e.g., refine LOA programs to create best in class employee experience) in compliance with company policies and regulatory requirements.
• Knowledge Management: Contribute to the maintenance of knowledge base articles and process documentation to ensure consistent and accurate employee support.
• Issue Escalation: Collaborate with COEs (e.g., Benefits, Compensation, Employee Relations) and HRBPs to resolve complex or sensitive issues and ensure a smooth handoff/escalation process.
• Reporting & Analysis: Compile and analyze HR case trends, service metrics, and feedback data to identify common issues and recommend process or documentation improvements.
• Process Improvement: Participate in continuous improvement initiatives aimed at streamlining HR support processes and enhancing the employee experience.
• Support Operationalization of HR Programs: Innovate existing HR Programs to automate and create efficiencies in how the teams are supporting the business.

What you will have

• Bachelor’s degree or equivalent work experience in Human Resources, Business, or a related field.
• 2+ years of HR experience, preferably in a shared services, HR operations, or employee support environment.
• Familiarity with HR systems (e.g., Workday, SAP, Oracle) and case management tools (e.g., ServiceNow, Salesforce, Zendesk).
• Strong analytical skills with experience using Excel or similar tools for data analysis and reporting.
• Excellent written and verbal communication skills.

Benefits

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance