The Opportunity:

Reporting to the Associate Director, HR Technology , as the ServiceNow Human Resources Service Delivery (HRSD) Analyst, you will bring experience in the ServiceNow platform. You will be supporting HR Operations and COE’s requirement gathering and solutioning to help us grow our Internal ServiceNow HRSD platform within the organization. You will be a key contributor on the HR Technology team. You will primarily focus on managing and maintaining ServiceNow HRSD and connected applications. You will hold a critical role in supporting CSL’s growth and successful utilization of the HRSD module.

This is a hybrid role, requiring three (3) days of onsite work weekly. #LI-hybrid

The Role:

• Work with the global HR community and core ServiceNow team to assess current state processes, identify and define ServiceNow HRSD solution requirements, determine and define integration requirements and concepts, and assist with overall architecture and implementation plans.
• End to End solution consulting in Service Catalog, Case Management, Employee Document Management, Knowledge Management, and Group and Security setup.
• Lead ServiceNow’s Employee Documents Management - maintain security, categorization, and preform manual loads.
• Excellent working knowledge of ServiceNow Dashboards/Reporting functionality, fulfilling HR’s reporting and data analysis needs.
• UX experience with ServiceNow Employee Center Pro, maintaining campaigns, alerts, and widgets.
• Own HR ancillary system support and manage vendors – NICE, DocuSign, Escriba.
• Excellently manage the trusted relationship with our stakeholders to deliver on requirements.
• Ensure and maintain a strong partnership with IT on the overall ServiceNow platform strategy and architecture.
• Gather and document end-user requirements by working with cross functional teams. Prototype and configure based on project requirements.
• Partners closely with HR Technology and IT testing leads on updates/upgrades per CSL enhancement or vendors upgrades. Identify test scenarios/use cases, help develop test scripts and execute UAT with the project team.
• Keep current on new ServiceNow HRSD releases, enhancements, and communicate potential process improvements as well as ensuring HR solution designs are in-line with the overall ServiceNow platform, e.g., ITSM.
• Create related system documentation and partner with HR Communications/Change team on user Training Resources.

Your Skills & Abilities:

• Bachelor’s Degree in Computer Science or a related field.
• Minimum 2 years of ServiceNow HRSD experience.
• 1-2 years HRIS experience.
• Broad knowledge of ServiceNow HRSD.
• Strong knowledge of workflows & flow design.
• Experience in HR Call Center support with Case Management. Voice/Chat functionality a plus.
• Knowledge of ServiceNow HRSD Dashboards & Reporting.
• Hands on experience with ServiceNow upgrades.
• Good vendor management skills.
• Enjoys working in a fast-paced, ever-changing environment working with cutting-edge technology.
• Enjoys providing technical consulting and working with internal stakeholders.
• Virtual agent experience a plus.
• Strong people skills, customer-centric attitude, ability to deal with cultural diversity.
• Self-directed and able to manage changing priorities and expectations to align to business objectives.