About the role
This role will establish a broader ServiceNow environment within the People + Culture function to deliver efficient and consistent HR services. The role focuses on transitioning People + Culture processes from email-based requests and shared mailboxes into a structured, user-friendly ticketing system. This will improve visibility, speed, consistency, and the overall employee experience. The role will also provide technical support to the P& C team and contribute to the ongoing enhancement and automation of HR processes. Ultimately, the intellectual property developed through the ServiceNow environment will support greater employee and leader self-service and automation of HR processes.
The core responsibilities for the job include the following:
HR Service Delivery Enablement:
- Support the delivery of HR services through the ServiceNow platform.
- Help transition P& C processes from shared mailboxes into ServiceNow.
- Ensure employee requests are easy to submit, track, and resolve.
- Improve visibility and consistency of HR service delivery.
System Configuration and Support:
- Configure and maintain HR service request forms, workflows, and knowledge content.
- Support day-to-day system use and troubleshoot issues.
- Manage user access and permissions to ensure appropriate access.
- Maintain data quality and system integrity.
Continuous Improvement:
- Work with P& C teams to simplify and standardize HR processes.
- Identify opportunities to improve efficiency, reduce manual work, and enhance user experience.
- Support automation of common HR requests.
- Monitor service performance and recommend improvements.
Partnership with the Broader IDT Team:
- Work closely with the broader IDT ServiceNow team on system changes and enhancements.
- Support upgrades, testing, and release activities.
- Ensure alignment with system standards, governance, and security requirements.
Reporting and Insights:
- Support reporting and dashboards to track HR service performance.
- Provide insights into request volumes, response times, and trends.
- Help P& C teams better understand and manage demand.
Documentation and Adoption:
- Document processes and system changes.
- Provide guidance and support to users.
- Help drive adoption of ServiceNow across P& C teams and the wider business.
Key Challenges:
- Moving teams from email-based processes to structured workflows.
- Driving adoption across different teams and regions.
- Balancing standardization with flexibility across HR services.
- Maintaining data quality and consistent system use.
- Communicating effectively with the business, including shop-floor employees.
Key Relationships:
- Primary Functional Peers / Manager: IDT ServiceNow Team Leader. P& C Operations Team Leader.
- Direct Reports: None.
- Key Internal Stakeholders: P& C Leads across all streams of work. People + Culture teams, including HR Operations, Payroll, Talent, and other P& C functions. Business users and managers.
- External Stakeholders: As required.
Requirements:
- Clear and effective communication.
- Strong stakeholder management and collaboration.
- Process improvement mindset.
- Strong attention to detail and data accuracy.
Mandatory Critical for the Role:
- Experience working with ServiceNow ticketing or workflow systems within an HR environment.
- Experience improving or supporting business processes.
- Ability to translate business needs into system-based solutions.
- Strong problem-solving skills.
- Ability to work effectively with both technical teams and non-technical stakeholders.
- Strong organizational and prioritization skills.
Desirable:
- Experience supporting HR or People and Culture functions.
- Experience with HR case management or service portals.
- ServiceNow certification, such as Certified System Administrator.