HR Analyst

4 weeks ago

Bangalore Urban, India AtkinsRéalis Full time

Job Summary:

As HR ServiceNow Analyst in our Bangalore-based HR Shared Services Centre, you’ll be an integral part of delivering an exceptional HR customer experience. You will be part of the HR Service Excellence team and responsible for managing and enhancing various components within the ServiceNow platform, including announcements, knowledge articles, response templates, and analysing HR data to identify trends and areas for improvement. This role requires a deep understanding of ServiceNow HR processes with a focus on improving user experience and efficiency. The ServiceNow Analyst will collaborate with HR teams across the globe to ensure the platform's functionality aligns with organizational goals and requirements.


The ServiceNow Analyst plays a critical role in ensuring that the ServiceNow platform remains a valuable resource for users and aligns with the organization's strategic objectives. By managing announcements, knowledge articles, response templates, and communities, this role enhances the overall user experience and operational efficiency within the platform.


Key Responsibilities:


ServiceNow Configuration: Configure, customize, and maintain ServiceNow modules, including announcements, knowledge articles, response templates, and communities, to meet organizational needs and improve operational efficiency.


Announcements Management: Create, update, and manage announcements within the ServiceNow platform to communicate important information to users, such as system changes, maintenance schedules, or updates.


Knowledge Article Maintenance: Develop, review, and maintain knowledge articles to provide end-users with accurate and relevant self-help resources. Assist with knowledge management audits and governance reviews to ensure articles are up to date, contain relevant content and reflect best practices.


Response Template Creation: Design and maintain response templates to streamline the resolution of common issues and improve response times for service requests and incidents.


Community Engagement: Foster an active and collaborative user community within the ServiceNow platform by encouraging discussions, sharing best practices, and addressing user inquiries or concerns.


ServiceNow Functionality Improvement: Continuously assess and enhance the ServiceNow platform's capabilities and features to support the evolving needs of the organization. Manage and co-ordinate user acceptance testing programs for ServiceNow upgrades, working with HR teams across the globe to identify defects, ensuring these are investigated and fixed.


Data Analysis: Analyse platform usage data and user feedback to identify trends and areas for improvement. Translate data findings into actionable insights and recommendations for enhancements. Collaborate with cross functional teams to understand data requirements ensuring the data is accurate and consistent across all reporting. Create, maintain and schedule user-friendly Service Now reports and dashboards for HR users and stakeholders. Present data results to non-technical stakeholders.


Documentation: Maintain thorough documentation of configuration changes, processes, and best practices to facilitate knowledge sharing and training.


Training and Support: Provide training and support to end-users to ensure they can effectively utilize the ServiceNow platform for their needs. Work with HR users to troubleshoot issues, ensuring they are resolved in a timely manner.


Collaboration: Collaborate with various teams, including IT, customer support, and knowledge management, to ensure that ServiceNow aligns with cross-functional goals and requirements.



Essential Skills:

  • Excellent communication and interpersonal skills to engage effectively with cross-functional teams and users
  • Demonstrated experience in ServiceNow administration and configuration, with a focus on announcements, knowledge articles, response templates, and communities.
  • Experienced in creating and maintaining dashboards and reports in Service Now
  • Strong problem-solving and analytical skills.
  • Good presentation delivery skills, experience of using PowerPoint.
  • Ability to manage own time, multi-task, prioritise and re-prioritise tasks. .
  • A proactive approach to staying updated on ServiceNow best practices and industry trends.
  • Ability to work independently and as part of a team to drive ServiceNow improvements.
  • Proven track record of handling sensitive data and situations within GDPR (General Data Protection Regulation) legislation with a strong confidentiality ethic.


Preferred Skills:


  • Experience with scripting and custom application development in ServiceNow.
  • Knowledge of IT service management (ITSM) and ITIL best practices.
  • Familiarity with user experience (UX) design principles to enhance the ServiceNow user interface.


Qualifications:


  • Bachelor's degree in a related field or equivalent work experience.
  • Certification in ServiceNow, such as ServiceNow Certified System Administrator. (Advantage)


What We Can Offer You

  • Varied, interesting and meaningful work.
  • A hybrid working environment with flexibility and great opportunities.
  • Opportunities for training and, as the team grows, career progression or sideways moves.
  • An opportunity to work within a large global multi-disciplinary consultancy on a mission to change the ways we approach business as usual.

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