• Senior People Operations Specialist

    Pegasystems (Waltham, MA)


    Senior People Operations Specialist

     

    Job Category: People

    Meet Our Team:

    This is a fantastic opportunity to join a global People Operations team as a Senior People Operations Specialist. As part of our global support team, you will work to drive a seamless employee experience at all levels of the organization, focusing on innovative technology and continuous process enhancements. Our team of Global Senior Specialists partner across the People Function Centers of Excellence, provide foundational leadership to our Tier 1 People Operations Specialists, and deliver high-quality service throughout the employment lifecycle.

    Picture Yourself at Pega:

    As the connection between Pega employees and the People Function, you will ensure employees have an efficient and positive experience every time they need something from the People Operations Team! You will have a huge impact on employee life cycle, process improvement and data integrity for our candidates and employees.

    What You'll Do at Pega:

    + Resolve escalated People Operations inquiries via Pega’s Service Management platform

    + Collaborate seamlessly with global team of Senior People Operations Specialists to ensure harmonized service delivery

    + Conduct trend analysis and escalation review on all Service Management data, with a strong focus on using data-driven insights to exceed SLAs and KPIs

    + Drive organizational behavior change by promoting self-service solutions and reducing dependency on escalations

    + Oversee regional Work Authorization processing and audit for 100% compliance

    + Champion and demonstrate the use of GenAI and automation tools to streamline service delivery process and enhance employee experience, collaborate with key People stakeholders for optimal service delivery

    + Ensure compliance and data integrity in HRIS systems, ensuring accuracy with all employee record updates, data corrections, personnel files, and audit requests

    + Oversee the full scope of internal resource management for Tier 1 and Tier 2 People Operations including, Standard Operating Procedures (SOPs), Service Catalog, Escalation Matrix, etc.

    Who You Are:

    + A proactive leader who takes initiative and ownership, and who thrives on solving problems independently

    + Comfortable managing and coaching Tier 1 team members, delivering feedback, and driving performance aligned with SLA/KPI goals

    + You enjoy problem solving and coming up with better ways to get work done. You are innovative and embrace GenAI and automation to drive smarter, faster service delivery

    + A critical thinker who exhausts all available resources to identify root causes before escalating and who seeks continuous improvement independently

    + A collaborative team player who operates in sync with global peers to ensure consistent service delivery

    + An excellent multitasker who thrives on juggling multiple assignments simultaneously

    + You are customer service-oriented and highly motivated to provide best-in-class employee experiences!

    What You've Accomplished:

    + Bachelor’s degree or equivalent experience, with 3–5+ years in HR Shared Services within a global software organization

    + Strong Microsoft Office skills; particularly Excel HR Reporting/Metrics, Power BI experience preferred

    + Ability to maintain confidentiality and handle highly sensitive information

    + Strong attention to detail and organizational skills

    + Strong desire to learn and develop in the Human Resources profession

    Pega Offers You:

    + Gartner Analyst acclaimed technology leadership across our categories of products

    + Continuous learning and development opportunities

    + An innovative, inclusive, agile, flexible, and fun work environment

    + Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company

    \#LI-JP1

    Job ID: 22413

     

    It is Pega's policy to engage, recruit, hire, promote, train, discipline, and compensate in all job classifications, without regard to race, color, sex, religion, national origin, age, disability, sexual orientation, gender identity, veteran status, or any other category protected by law.

     

    https://www.pega.com/about/careers/equal-employment-opportunity