The opportunity
HR Service Excellence Expert is a global role, responsible for managing, continuously improving, and delivering the following "Products": HR Service Desk framework and HR Services Knowledge Management framework.
How you will make an impact:
- Collecting HR function or HR Operations requirements, standardizing them and providing to Technology teams responsible for configuration of HR Service Desk tool and HR Knowledge Management applications.
- Participating in technical discussions when requirements need clarification. Supporting testing in dev instances and performing UAT tests.
- Creation of documentation and communication material for HR Operational and HR Customers.
- Designing and running reports related to ServiceNow tickets and knowledge articles, interpreting data, giving status update and recommending actions.
- Running Operational review meetings on regional or global level, to present KPI results to HR stakeholders.
- Defining new Service Desk KPIs and providing requirements for their calculation and visualization (Power BI dashboards, Service Now dashboards).
- Running various HR Service Excellence projects
- Running expert communities (ServiceNow/myHR key user community) to collect feedback and communicate changes, releases.
- Analyzing major HR incidents related to ServiceNow/myHR and facilitating with Technology teams to resolve.
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Your background:
- Hands on experience in HR Operations or in HR related projects
- Knowledge of ServiceNow for HR & experience in managing configuration changes requests
- Experience with standardizing Knowledge Management in global organization
- Experience in communicating with global teams, senior management, executives
- Knowledge of operational KPIs and Metrics relevant for HR services
- Fluent in English
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