[Hiring] Data Analyst @Zillow

Role Description

As an Employee Service Center (ESC) Data Analyst (P3) supporting the entire Employee Service & Operations team, you will be the analytical engine behind how the ESC understands performance, demand, and operational health. You will transform data from Workday, ServiceNow, and other sources into clear insights that improve employee support outcomes and inform resourcing and process decisions.

Your work will directly impact the employee experience, operational efficiency, and leadership’s ability to make data-driven decisions.

Key Responsibilities

• Own the ESC reporting cadence.
• Design, build, and maintain dashboards and recurring reports (e.g., monthly reviews, QBRs) that translate raw data into narratives highlighting SLA performance, risks, and opportunities, and that showcase team impact to leadership.
• Monitor core ESC performance metrics.
• Track and interpret metrics such as resolution time, CSAT, ART, volume, backlog, and SLA adherence; identify trends, risks, and improvement opportunities; and recommend clear, data-backed actions.
• Support capacity and workload data analysis.
• Analyze Workday transactions and HRSD workflows end-to-end.
• Conduct deep-dive investigations on recurring issues and bottlenecks.
• Drive data-informed continuous improvement.
• Support ESC and enterprise backlogs with strong analytics.
• Partner on cross-functional programs and cyclical events.
• Protect and improve data quality.
• Communicate insights clearly and accessibly.
• Maintain confidentiality and integrity.

Qualifications

• Analytical and detail-oriented.
• A data storyteller.
• Systems-fluent in HR data.
• Focused on capacity and performance.
• A proactive problem-solver.
• A collaborative partner.
• A strong communicator.
• Committed to confidentiality and data ethics.
• Experienced in HR operations and/or analytics.

Requirements

• Typically, you bring 3–5 years of experience in HR operations, shared services, workforce management, or data/analytics roles.
• Hands-on experience using HR systems such as Workday and ticketing/workflow tools such as ServiceNow (or equivalents).
• Proficiency with data and reporting tools (e.g., Excel/Sheets, BI/dashboarding tools, SQL or similar) and comfort working with large data sets.

Benefits

• In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $83,200.00 - $132,800.00 annually.
• In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $79,000.00 - $126,200.00 annually.
• This position is also eligible for equity awards based on factors such as experience, performance, and location.

Company Description

At Zillow, we’re reimagining how people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing, and renting with greater ease and confidence.

Zillow is honored to be recognized among the best workplaces in the country, including being named one of FORTUNE 100 Best Companies to Work For® in 2025 and included on the PEOPLE Companies That Care® 2025 list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees.