Sr. Analyst, ServiceNow for HR

You are an experienced ServiceNow Administrator with strong developer skills who will support the Human Resources modules within our ServiceNow platform.

You will play a critical role in supporting system users, owning break / fix issues, delivering enhancements, and managing the knowledge base.

The ideal candidate will have a deep understanding of ServiceNow, experience with automation, and the ability to support continuous improvements.

You will have a proven combination of strong technical expertise, excellent communication skills, and an understanding of HR processes and systems.

Accountabilities

System Administration and Support :

• 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 to ensure an exceptional customer experience
• 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

Enhancements and Development :

• 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

Knowledge Base (KB) Management :

• 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 within ServiceNow
• Ensure naming conventions, KB structure, and tagging support the transition to AI chat bot and automation

Continuous Improvement and Innovation :

• 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

Required Education, Skills and Experience

• 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.

Desirable Education, Skills and Experience

• 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.

Working Relationships

• HR Systems Team
• HR process owners
• HR Business Partners
• HR Service Delivery Team
• IT ServiceNow Team
• Third party ServiceNow partner

Work Environment

• Flexibility to work outside of core office hours when dealing with Teammates in other time zones
• If remote, occasional (3-4 times per year) travel to Shelton, CT. If local to Shelton, then hybrid working environment with regular participation in weekly in-office Collaboration Tuesdays and Wednesdays as well as other occasional days in the office according to the meeting calendar

The salary range for this position is $84,000 - $115,000. Actual base salary offered to a candidate may vary based upon factors including, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location.

In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance.