Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

• Build and nurture productive partnerships with Centers of Excellence, HR Business Partners, employees, and managers
• Effectively prioritize and manage Tier 1 and 2 HR cases across time zones and teams to ensure SLA adherence - utilizing our innovative employee portal and live agent system to always ensure the highest quality service and seamless customer experiences
• Execute Global People Product-aligned processes with a focus on enhancing the employee experience. These processes may include creating offer letters and contracts, processing employee data, providing program and policy information, supporting employee learning platforms, and/or supporting Live Agent chat services
• Utilize operational knowledge and sound judgment to escalate issues or HR cases timely as necessary, capturing subject matter expertise and ensuring resolution against at-risk or breach of SLAs
• Empowering employees to self-serve their HR policy and process needs by leveraging and promoting our internal knowledge base.
• Uphold a high standard of data integrity in all systems and documents, ensuring accuracy of all data points
• Perform audits and validations of HR Case transactions as required
• Provide feedback to Team Lead and/or Manager on experience and/or process improvement opportunities - identifying inconsistent, inefficient, and incongruent processes, policies, and practices to prevent and mitigate HR risk and compliance issues.
• Provide project and User Acceptance Testing (UAT) support as required
• Developing and maintaining Standard Operating Procedure documents and response templates to streamline Care services and support functions

• Living our values: you take a humble approach to learning, obsess over customer experience, consistently strive to foster empathy and inclusivity, and celebrate wins collectively.
• High emotional intelligence (EQ) and excellent interpersonal skills - we promote proactive, positive, and professional interactions always.
• Ability to thrive in dynamic, diverse business environments
• Ability to independently and successfully organize tasks and manage time
• Ability to shift priorities as needed - able to stay calm under pressure and apply independent problem-solving skills to find solutions when situations don't go as planned
• Outstanding attention to detail and accuracy
• Ability to work collaboratively - finding common ground and goals including in times of ambiguity
• Ability to think ahead: independently anticipate and troubleshoot bottlenecks, manage escalations, and remove obstacles before they become a problem
• A strong sense of urgency - you can react and follow through with appropriate levels of urgency to situations and events that are time sensitive
• Able to deal with complex requests - e.g., managing different time zones, conflicting schedules
• Ability to quickly acquire an understanding of relevant businesses policies, procedures, and systems
• Ability to quickly and efficiently research, identify and summarize relevant information
• Identify gaps in knowledge or supporting policies and proactively communicate improvement opportunities for employee resources

• 2-4 years of previous experience working in an HR operations or centralized customer service support role supporting global client groups
• Strong process support skills and knowledge of Human Resource tools and technology
• Experience working in a fast-paced, dynamic environment, including in support of Centres of Excellence
• For EMEA: Proven experience supporting HR in the EMEA region