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 MyHUB 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 MyHUB (powered by the ServiceNow platform) HR technology changes as well as fostering a Process Excellence Key User community throughout GHRO.

Purpose of Role

• Maintain and improve the MyHUB (ServiceNow) HR Case Management, HR Agent Workspace and Live Agent Chat solution used by HR Operations and HRIT teams - partner with these teams to identify efficiency opportunities,
• Own the Virtual Agent Chatbot HR Conversations to ensure the integrity of our employee experience is maintained and monitor Chatbot usage to identify improvement opportunities,
• Establish and implement standards and a process framework to capture/update accurate documentation of system changes for MyHUB (ServiceNow) - partnering with IT stakeholders to ensure alignment.

• Ensure that HR processes are automated and optimised for efficiency.
• Collaborate with HR teams to identify service delivery improvements and implement them within the platform.
• Oversee the maintenance of HRSD modules in ServiceNow.
• Design, develop, and manage the Virtual Agent for HR to provide automated assistance to employees.
• Identify improvement opportunities for conversational workflows that address common employee HR inquiries and tasks.
• Continuously improve the Virtual Agent by analysing usage data and feedback with a focus on HR.
• Manage Live Agent Chat for HR functionality within ServiceNow.
• Ensure seamless integration between Virtual Agents and Live Agents for a smooth user experience.
• Train support staff on effectively using HR Agent Workspace and Live Agent Chat features to resolve employee issues promptly.
• Continuously monitor & improve user experiences across HRSD virtual agent live chat & documentation platforms.
• Gather feedback from users, analyse data & implement changes to enhance usability satisfaction & effectiveness.
• Partner with HR Operations Leadership to track key performance indicators (KPIs) such as response times resolution rates user satisfaction.
• Partner with HR Operations Leadership and HR Global Reporting to support creation/maintenance of regular reports identifying trends and areas for improvement success metrics.
• Stay updated with industry trends, emerging technologies, best practices related to HR Service Delivery, process automation and AI chatbot interfaces.
• Propose innovative ideas and enhancements to drive continuous improvement initiatives for our HR Service Delivery solution.
• Develop and maintain comprehensive documentation for MyHUB (ServiceNow) HR designs, customizations, configurations, and changes.

• Must have English-language fluency, able to articulate with excellent verbal and written communication skills.
• Must have proven experience in stakeholder management and ability to self-manage effectively.
• Must have experience understanding HR Service Desk type usage of a case management and chat solution such as ServiceNow.

• Ideally 4+ years of experience working as part of a multinational HR Shared Services organisation with exposure to different global markets.
• Ideally 4+ years of experience working within a change governance process or framework, being responsible for documentation or presenting changes.
• Ideally certified ServiceNow HR Admin from Tokyo version or later and familiarity with the functionality of HR Service Delivery, HR Agent Workspace and Virtual Agent.
• Ideally experience of working with HR Shared Services Leads to identify improvement opportunities for agent efficiency.