Responsibilities
This role will support our internal roadmap of initiatives for Human Resources, which will include partnering with our business and technology teams to deliver HR ServiceNow products and processes with a focus on data security and integrity while delivering an exceptional end-user experience.
Summary Of Responsibilities (not Comprehensive Of All Tasks)
- Participates in HR projects as an integral part of a cross-functional HR Service Delivery (HRSD) team to support the delivery of HR related processes.
- Partners closely with the broader HRSD team and business users to define and document business requirements, assess technology needs, and test solutions to ensure requirements are met.
- Collaborates with team members to resolve escalations and issues involving multiple processes or systems.
- Responsible for conducting end-user training of new or enhanced processes, including creating training material.
- Duties include, but may not be limited to, daily administration of case management requests, portal and virtual agent updates, knowledgebase content, and user access.
- Assists with data accuracy and quarterly user audits.
- Collects information, analyzes data, and generates reports.
- Provides input in the configuration or modification of currently established processes and procedures to drive efficiency.
- Ensures all processes comply with ***s policies and procedures and applies best practice standards throughout product lifecycle.
- Must be available to work at least 4 hours one Saturday per month for system upgrades and patches.
- Practices safety-conscious behaviors in all operational projects and procedures.
- Other duties as assigned.
What You Need To Succeed (minimum Qualifications)
- Must have at least 2+ years of proven business analyst experience, and exposure to case management processes.
- Demonstrated business acumen and maturity, along with technical aptitude.
- Must have proven critical thinking and analysis skills, in addition to the ability to apply concepts across multiple lines of business processes.
- Must have strong project lead skills including requirements gathering/documenting, requirements translation for developers, testing, and overall project management.
- Previous experience in the end-to-end implementations of HR systems or products preferred.
- Must have prior experience strategically cultivating and supporting solutions, working both independently and within a team environment.
- Must have demonstrated experience in interpreting and communicating technical concepts and processes using clear, simple language and visuals.
- A demonstrated ability to effectively manage priorities, handle several projects simultaneously, and remain flexible while working in a fast-paced environment.
- Exposure to varying systems implementation methodologies (Agile, Waterfall, etc.) is required.
What Will Give You a Competitive Edge (preferred Qualifications)
- Experience working in a fast-paced, multinational technology company is a plus.
- Demonstrated excellent customer service skills; ability to build strong formal and informal relationships.
- Demonstrated excellent written and verbal communication skills, with the ability to transition smoothly between technical and business vernacular, tailoring communications to the audience.
- ServiceNow product experience with case manager, knowledgebase, virtual agent, campaigns, performance analytics.
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