Main Responsibilities

Liaison Role: Serve as the key liaison with IT technical resources and customers from functional areas related to HR Solution issues, translating needs into technical requirements.

Complex Solutions: Partner with the IT HR technical group on changes that require more complex solutions/modifications for systems in scope.

Enhancements & Functionalities: Lead enhancements and new functionalities in systems for HR Workflows/Systems in scope (ServiceNow).

Process Design: Partner with functional areas to design/re-design process/system/people interaction and develop Business Requirement Documents (BRD) for HR Solution enhancements.

Release Management: Perform new release evaluations with business owners and execute new functionality rollouts.

Issue Resolution: Ensure issues related to HR Solutions are closed within the planned Service Level Agreement (SLA).

System Administration: Propose and execute minor configuration changes and ongoing system administration for ServiceNow.

Testing & Support: Lead testing efforts with customers and regional business analysts in support of all sprint releases.

Data Analysis: Develop ad-hoc reports and perform data analysis to support business cases for new enhancements in tools in scope (ServiceNow).

Qualifications

Education: Bachelor’s degree in IT, engineering, or a related discipline.

Experience: 6-8 years of experience as a ServiceNow administrator (preferred).

Certifications: Desirable certification as ESC or CRM (ServiceNow).

Stakeholder Management: Proven experience managing stakeholders.

Skills: Excellent business analytical, problem-solving, and organizational skills.

Automation: Experience in automation for end-to-end process solutions.

Additional Qualifications

Service Center Processes: Familiarity with service center business processes.

Leadership: Strong leadership and global influencing skills, with the ability to mentor and coach others.

Communication: Excellent communication skills (spoken, written, and presentation) at all levels of the business.

Global Mindset: Ability to collaborate and work effectively with a diverse global team.

Critical Thinking: Excellent critical thinking skills.

Technical Translation: Ability to conceptualize business needs and translate them into technical requirements and results.

Partnering Skills: Strong partnering skills; ability to work effectively in a global matrixed organization.

Additional Responsibilities

Problem Resolution: Address and resolve complex HR solution issues.

Lead Projects: Manage and lead HR technology projects from inception to completion.

Product Ownership: Oversee end-to-end tool changes and enhancements.

Coach/Train Others: Provide training and mentorship to team members.

Stakeholder Management: Maintain and manage relationships with key stakeholders.

Executive Leader Management: Provide strategic direction and support to executive leaders.

Strategic Product Roadmap: Develop and maintain strategic product roadmaps for HR technology solutions.