Business Process Manager (HR Shared Services) - P&C Shared Services Organization

Job Summary:

- 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.

Key Responsibilities:

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.

Qualifications:

- MBA HR

- 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 Qualifications:

- 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.