Service Center Senior Analyst

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.

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.

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 Service Now, 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 Service Now data structure governance (e.g., Sub-Category, Assignment Group, HR Services) and participate in Service Now 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 Service Now 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.

• 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.

• 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…