Internship: HR Data Analytics – Strengthening HR Self Service Through Ticket and Knowledge Base Analysis

Internship assignment: Strengthening HR Self Service Through Ticket and Knowledge Base Analysis

Vanderlande’s global HR organization uses TOPdesk as the central HR service platform for handling HR-related questions and requests. Despite maintaining a comprehensive HR Knowledge Base covering topics such as onboarding, contracts, leave, compensation, and policy guidance, HR still receives recurring tickets on subjects for which knowledge articles are already available. On the other hand, there are also ticket categories for which no supporting knowledge article exists at all.

This internship investigates the alignment between HR ticket data from the past 24 months and the content of the HR Knowledge Base. The goal is to identify gaps, overlaps, and opportunities for improvement in order to strengthen HR’s self-service capabilities and reduce unnecessary ticket volume. Ultimately, the insights from this research will help HR create better content, improve intake quality, and enable more effective routing.

At the end of the internship, a dashboard will be developed and presented in which all findings, bottlenecks, and improvement opportunities are clearly visualized, enabling HR to take targeted action.

Department description

The internship is within the HR Global Specialists department, a team of specialists responsible for service management, complex case management, maintaining global policies and processes, and knowledge content. HR Global Specialists work closely with regional HR teams and the HR Global Service Desk to ensure consistent and high‑quality service delivery across all countries. You will collaborate with specialists from various domains and HR Operations, gaining insights into how global HR expertise supports day‑to‑day service excellence.

Tasks/responsibilities

• Analyse 24 months of HR TOPdesk ticket data to identify trends, recurring issues and major ticket drivers.
• Compare ticket topics with existing HR Knowledge Base articles to detect content gaps and overlaps.
• Identify which topics lack knowledge content and which existing articles do not reduce ticket creation.
• Investigate ticket escalation patterns between Tier 1 and Tier 2 to understand potential root causes.
• Develop a visual reporting dashboard (Power BI or similar) to highlight key insights.
• Formulate practical recommendations for knowledge improvements, new content and potential intake form enhancements.

Your profile

• Strong analytical mindset and comfortable working with structured datasets.
• Ability to identify patterns and translate data into clear insights.
• Experience with Excel, Power BI and/or other analytical tools is preferred.
• Structured, independent and detail-oriented way of working.
• Strong communication skills to present findings clearly to HR stakeholders.
• *Mandatory enrolment to a Dutch Education System & resident of The Netherlands

internship@vanderlande.com