Sr. Analyst, ServiceNow for HR
Edgewell Personal Care - Shelton, CT
posted 5 months ago
About the position
As a Senior Analyst for ServiceNow in the HR department, you will be an integral part of our team, leveraging your expertise in ServiceNow to enhance the Human Resources modules within our platform. Your role will involve not only system administration but also the development and implementation of enhancements that streamline HR processes. You will serve as the primary point of contact for users, ensuring they receive timely and effective support while managing break/fix issues and troubleshooting technical problems. Your ability to communicate effectively with users at all levels will be crucial in providing guidance on system functionalities and ensuring an exceptional customer experience. In addition to system support, you will be responsible for monitoring system performance and conducting regular maintenance to ensure optimal functionality. Collaborating closely with HR teams, you will analyze their needs and provide tailored solutions that enhance their use of ServiceNow. This includes developing training materials to empower HR teammates in effectively utilizing the platform. You will also analyze ticket trends to identify opportunities for process improvement and automation, ensuring that our HR services are efficient and user-friendly. Your role will extend to the development and implementation of enhancements to the ServiceNow HR platform, where you will utilize AI and automation capabilities to improve efficiency. You will conduct thorough testing and validation of all enhancements and new developments, collaborating with IT and other stakeholders to ensure smooth operations. Furthermore, you will take charge of managing the knowledge base, ensuring it is comprehensive, organized, and user-friendly, while also supporting the transition to AI chatbots and automation. Staying informed on emerging trends and advancements in ServiceNow and HR technology will be essential for your continuous improvement efforts. You will explore and integrate new features and modules as they become available, providing ongoing training and support on best practices to ensure our HR systems remain cutting-edge and effective.
Responsibilities
- Serve as the primary point of contact for ServiceNow HR module system users, providing timely and effective support
- Own and resolve ServiceNow HR break/fix issues, troubleshoot technical problems, and provide guidance on system functionalities
- Monitor system performance and conduct regular maintenance to ensure optimal functionality
- Collaborate with HR teams to understand their needs and provide solutions that enhance their use of ServiceNow
- Develop training collateral for HR teammates on how to effectively utilize ServiceNow
- Analyze ticket trends and identify opportunities for process improvement and automation
- Develop and implement enhancements to the ServiceNow HR platform, including new modules, workflows, forms, and portals
- Utilize AI and automation capabilities within ServiceNow to streamline HR processes and improve efficiency
- Conduct thorough testing and validation of all enhancements and new developments
- Collaborate with IT and other stakeholders to ensure the smooth operation of ServiceNow HR modules
- Support Service Delivery strategy by ensuring user query deflection is maximized through ServiceNow
- Improve the ServiceNow HR KB to ensure it is comprehensive, organized, and user-friendly
- Work closely with HR teams to gather, refine, and update knowledge base content including forms, templates, policies, and procedures
- Ensure naming conventions, KB structure, and tagging support the transition to AI chat bot and automation
- Stay informed on emerging trends and advancements in ServiceNow and HR technology
- Explore and integrate new features and modules as they become available
- Provide ongoing training and support on new features and best practices
Requirements
- Bachelor's degree in Human Resources, Information Technology, Business Administration, or equivalent experience
- Proficiency in ServiceNow administration and configuration
- Understanding of HR processes, policies, and best practices
- Excellent communication skills, both verbal and written, with the ability to effectively interact with users at all levels of the organization
- Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment
Nice-to-haves
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- Experience with knowledge management systems
- Familiarity with ITIL framework and best practices
- Knowledge of Human Resources Information Systems and related technologies
Benefits
- Competitive salary range of $84,000 - $115,000
- Participation in an incentive program linked to performance
- Opportunities for professional development and training
- Flexible working environment with options for remote work
- Collaborative and diverse workplace culture
