We are seeking a Business Process Manager with hands-on ServiceNow HRSD expertise to drive process optimization and automation within the People & Culture (P&C) Shared Services Organization. This role will focus on executing process improvements, configuring and managing ServiceNow HR Service Delivery (HRSD) workflows, and ensuring seamless automation within the P&C Shared Services Center (P&CSS). As the business process owner, this individual will be responsible for identifying inefficiencies, standardizing workflows, and integrating best practices to enhance P&C service delivery. Additionally, they will support onboarding and training for new team members, ensuring that processes are effectively adopted and that teams operate within a streamlined, standardized framework. This role will also ensure Service Level Agreements (SLAs) are met while continuously improving service efficiency and overall employee experience.

Process Improvement & Standardization

• Lead the identification of process gaps and inefficiencies across global P&C functions, including Employee Lifecycle, onboarding, Payroll, Benefits, Learning, Performance Administration, and HRIS.
• Drive continuous process improvements, integrating them into the SSC framework while ensuring global standardization and local compliance.
• Collaborate with stakeholders to create, revise, and standardize process maps, Standard Operating Procedure (SOPs), and Business Operating Procedures (BOPs), ensuring seamless adoption and alignment with business needs.

ServiceNow HRSD Implementation & Workflow Management

• Configure, implement, and enhance ServiceNow HRSD workflows, ensuring automation and efficiency across P&C operations.
• Develop and maintain case management, knowledge base, and service catalog workflows within ServiceNow to optimize the employee and P&C user experience.
• Align ServiceNow HRSD customization with the P&C technology roadmap, ensuring features and enhancements support evolving P&CSS requirements for optimal service delivery.
• Identify automation opportunities within P&C operations to eliminate manual processes, reduce administrative burdens, and improve response times.
• Monitor, troubleshoot, and resolve ServiceNow HRSD issues, ensuring smooth system operations and proactive resolution of system inefficiencies

P&C Operations & Service Delivery

• Oversee and optimize P&C Operations and Services for Tier 1 and Tier 2 support across global locations.
• Track and maintain Service Level Agreements (SLAs) within ServiceNow, implementing enhancements to ensure adherence to expected service performance standards.
• Drive continuous improvement of P&C services by aligning with business goals, updating service documentation, and collaborating with stakeholders to monitor performance and implement changes.

Training & Knowledge Transfer

• Lead the onboarding and training of new team members, equipping them with the necessary tools and knowledge while ensuring effective adoption of P&C processes and ServiceNow HRSD functionality.
• Continuously update training materials to reflect process improvements and ensure team readiness, while facilitating knowledge transfer through mentorship to promote long-term internal retention and growth

Minimum

• Bachelor’s degree in HR, Business Administration, or a related field.
• Min. of 7-10 years of experience in P&C Shared Services, P&C Operations, or a related P&C technology domain.
• Strong hands-on experience implementing and managing ServiceNow HRSD, including workflow configuration, case management, and service catalog setup.
• Expertise in automating P&C processes within ServiceNow HRSD to improve operational efficiency.
• Experience troubleshooting and resolving ServiceNow HRSD issues to ensure smooth platform performance.
• Experience in managing P&C services across regions, ensuring compliance with local regulations while standardizing global processes.
• Strong project management skills, with the ability to lead multiple projects simultaneously.
• This role may require flexibility in working hours to coordinate with global teams, including alignment with US morning hours.

Preferred

• ServiceNow HRSD certification or relevant ServiceNow technical training.
• Experience with Lean, Six Sigma, or other process improvement methodologies.
• Experience managing ServiceNow HRSD integrations with other HR systems (e.g., Oracle, Workday).
• Experience in process mapping, designing and delivering training programs.