Job Title: My HUB HR & PE Capability Senior Associate
Level: 6B
Function: Global HR Operations / Employee Experience
Reports To: My HUB HR & PE Capability Lead
Context/Scope
The wider Employee Experience Team is part of Diageo Business Services, providing HR and Learning Admin/Operations support to 23,000 employees in 70+ countries worldwide and 8,000 colleagues in Joint Ventures and Diageo distributors. The team is a key enabler of process excellence and a strategic partner improving employee experience.
The My HUB HR & Process Excellence Capability team within the Process Excellence area drives a collaborative global HR technology and process change culture. We are strategic partners who advocate and enable My HUB (powered by the ServiceNow platform) HR technology changes as well encouraging a Process Excellence Key User community throughout GHRO.
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Purpose of Role
The My HUB HR & PE Capability Senior Associate has 3 main spans of control across basic query support from our HR Operations teams, supporting delivery of our People Capability agenda, and supporting delivery of our HR Knowledge strategy.
- Provide basic support to our HR Operations teams for their queries of how to use My HUB (ServiceNow) and partner with the HR Service Delivery Specialist to spot optimisation opportunities,
- Partner with the Process Excellence Capability Assistant Manager to support the Super User network and deliver our Shared Service Employee Experience Capability agenda,
- Partner with the HR Portal & Knowledge Assistant Manager and HR Operations teams to spot Employee & Manager Self-Service opportunities, and to support delivery of our HR Knowledge strategy.
Top Accountabilities
The My HUB HR & PE Capability Senior Associate in this role will support basic query triage, assist with operational capability initiatives and handle ServiceNow HR Knowledge.
- Monitor and Respond to Queries: Regularly check the designated communication channels (e.g., email, chat) for incoming queries and respond promptly.
- Categorize and Prioritize: Identify the nature of each query and prioritize them based on urgency and complexity.
- Call out Complex Issues: Route more sophisticated or technical issues to the appropriate team members or departments for resolution.
- Data Collection and Analysis: Assist in collecting data related to operational performance metrics and analyse trends to support decision-making.
- Documentation: Maintain accurate records of processes, procedures, and standard methodologies within the operational framework.
- Process Improvement Initiatives: Participate in identifying areas for process improvement and assist in implementing changes under supervision.
- Knowledge Base Management: Help maintain and update the HR knowledge base by adding new articles, updating existing content, and archiving outdated information.
- User Training Support: Assist in crafting training materials (e.g., guides, videos) to help employees navigate ServiceNow HR modules efficiently.
- Feedback Collection: Collect feedback from users regarding the HR knowledge base content to identify gaps or areas for improvement.
Qualifications and Experience Required
- Must have English-language proficiency, able to articulate with excellent verbal and written communication skills.
- Must have ability to work independently and communicate reliably with customers of varying levels of understanding.
Additional Requirement
- Ideally has University graduate qualification.
- Ideally has qualifications or certifications in the areas of HRIT/HRIS, HR Shared Services, and/or People Capability/License To Operate.