HR ServiceNow Specialist

Job Description

HR Service Now Analyst

We're AtkinsRéalis, a world-leading Design, Engineering and Project Management organization. Created by the integration of long-standing organizations dating back to 1911, we are a world-leading professional services and project management company dedicated to engineering a better future for our planet and its people. We create sustainable solutions that connect people, data and technology to transform the world's infrastructure and energy systems. We deploy global capabilities locally to our clients and deliver unique end-to-end services across the whole life cycle of an asset including consulting, advisory & environmental services, intelligent networks & cybersecurity, design & engineering, procurement, project & construction management, operations & maintenance, decommissioning and capital. The breadth and depth of our capabilities are delivered to clients in key strategic sectors such as Engineering Services, Nuclear, Operations & Maintenance and Capital.

News and information are available at or follow us on LinkedIn.

Our teams are proud to deliver on some of the most prestigious projects across the world. It's thanks to our talented people and their diverse thinking, expertise, and knowledge. Join us and you'll be part of our genuinely collaborative environment, where everyone is supported to make the most of their talents and expertise.
When it comes to work-life balance, AtkinsRéalis is a great place to be. So, let's discuss how our flexible and remote working policies can support your priorities. We're passionate about are work while valuing each other equally. So, ask us about some of our recent pledges for Women's Equality and being a 'Disability Confident' and 'Inclusive Employer'.

"We are 270+ talents operating under one Hub; diversified into different process groups - Recruitment, Lifecyle, Offboarding, Service Excellence and Contact Management.

We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. We welcome you to bring your authentic self and create a better tomorrow with us. The future focussed HR organisation largely possess a strong Onshore Partnering Team and the Centre of Excellence, complimented by a robust Service Delivery Team offering top class services to employees from the HR People Hub, Bangalore."

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 content management for our Virtual Agent, 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:

Content Management: Analyse data collated from our contact management teams including Chat, Virtual Agent and Case content. Analysing questions from employees and managers, working closely with the Centres of Excellence and People Hub Service lines, ensuring content is current and relevant.

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 written English, communications and interpersonal skills to engage effectively with cross-functional teams and users

·Demonstrated a willingness to learn ServiceNow administration and configuration, with a focus on announcements, knowledge articles, response templates, and communities.

·Experience in creating and maintaining dashboards and reports in HR Systems

·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.

Qualifications:

·Bachelor's degree in a related field or equivalent work experience.

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.

Why work for AtkinsRéalis?

We at AtkinsRéalis are committed to developing its people both personally and professionally. Our colleagues have the advantage of access to a high ranging training portfolio and development activities designed to help make the best of individual's abilities and talents. We also actively support staff in achieving corporate membership of relevant institutions.

Meeting Your Needs

To help you get the most out of life in and outside of work, we offer employees 'Total Reward'.
Making sure you're supported is important to us. So, if you identify as having a disability, tell us ahead of your interview, and we'll discuss any adjustments you might need.
Additional Information
We are an equal opportunity, drug-free employer committed to promoting a diverse and inclusive community - a place where we can all be ourselves, thrive and develop. To help embed inclusion for all, from day one, we offer a range of family friendly, inclusive employment policies, flexible working arrangements and employee networks to support staff from different backgrounds. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.

We care about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.

Link: Equality, diversity & inclusion | Atkins India )

Worker Type

Job Type

At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.