Sr. Manager, HR Operations – Shared Services

Key Responsibilities

• Improving the ServiceNow HR Service Delivery System by defining and managing HR services, HR service catalogs, and catalog items.
• Configuring HR criteria, user criteria, HR case templates, document templates, and HR profiles.
• Managing content within Employee Center and defining which employees can access content.
• Managing skills and the auto-assign process for HR cases based on skills.
• Using performance analytics, reporting and dashboards to monitor and improve HR service delivery.
• Working collaboratively with others to solve challenging problems to streamline, standardize and automate operational processes and services; building efficiency and process excellence; providing end-to-end services for quality, continuous improvement, and innovation.
• Proactively adapting processes and procedures to meet changing business needs.
• Leading and coaching employees to drive team performance; maintaining a work environment that promotes client service, engagement, performance feedback, individual recognition, mutual respect, and team effectiveness.
• Maintaining and continually improving knowledge articles related to one’s service portfolio to drive greater self-service.
• Ensuring Knowledge team is working with the knowledge owners/coaches to keep articles active and relevant, while also responding to article feedback
• Building relationships with topic owners within MyHR to ensure content is updated timely.
• Proactively communicating across COEs and HR program owners, and other associated teams about changes within the MyHR portal.
• Working with COE partners to get appropriate information to topic owners/content builders to curb the influx of MyHR cases by getting the right information posted (gather trending information and create banners/content to answer questions).

Qualification & Requirements

Required Qualifications:

• Minimum of 5 years of experience in Human Resources
• Demonstrated expertise with an HR Shared Service Delivery system (e.g., ServiceNow) and its use in a multi-tier service model (Tier 0 self-service, Tier 1 HR help center, Tier 2 operational service center, etc.)
• Results-driven with a successful track record of building and leading strategically across multiple teams
• Advanced knowledge of HR including employment federal, state and local laws, external labor market environment and integration into TA strategies

Preferred Qualifications:

• Bachelor’s degree.
• Exceptional leadership skills grounded in resilience, a challenger mindset on innovation, empowering the team and delivering on a client-centric purpose.
• Trustworthy and proven success with building a culture of high performance and strong team engagement.

Benefits