ServiceNow HR Specialist

3 days ago

Chennai India Virtusa Full time

Job Description We are seeking a dynamic and meticulous ServiceNow Specialist to drive the design optimization and governance of HR Service Catalogue forms and HR case workflows within the ServiceNow HR Service Delivery platform This role combines functional expertise and analytics ensuring seamless employee experience and operational excellence across global HR services Key Responsibilities Service Catalogue Form Lead the end to end design and enhancement of HR Service Catalogue forms in ServiceNow ensuring alignment with global HR policies and user experience standards Collaborate with HR SMEs and platform developers to translate business requirements into scalable intuitive digital forms Maintain governance over form logic field validations and dynamic behaviour to support accurate case creation and routing Test SIT UAT and validate features to ensure they meet requirements with precision and quality HR Case Management Assist with delivery of HR cases resulting from record producer including case templates assignment rules SLAs and escalation paths Partner with HR advisory teams to ensure cases are correctly categorised and resolved within defined timelines Support regression testing during platform upgrades to maintain seamless functionality Monitor case volumes and trends to identify opportunities for automation and continuous improvement Support with resolving BAU HR tickets related to ServiceNow case management Analytics and Reporting Develop and maintain dashboards to track form usage case volumes resolution times and user satisfaction Provide insights to leadership on service performance and recommend data driven enhancements Support audit and compliance reporting related to HR case handling and data integrity Agile Methodology Experience with Scrum and Kanban frameworks to manage and deliver projects efficiently Understanding of sprints sprint reviews and retrospectives to ensure continuous improvement Strong emphasis on teamwork collaboration and effective communication within cross functional teams Expertise in writing clear and concise user stories with acceptance criteria Ability to prioritize and manage the product backlog and Jira demand effectively Conducting regular refinement sessions to ensure user stories are well defined and ready for development Skills in forecasting demand and planning resources accordingly Managing own work and time and acting with autonomy to meet capacity and demand Tracking and analyzing performance metrics to optimize demand Proficiency in using Jira for tracking progress and managing tasks Business Analysis Proficiency in eliciting documenting and validating business requirements from stakeholders Ability to create and analyze process maps to identify areas for improvement Experience in managing relationships with stakeholders to ensure their needs are met Stakeholder Engagement Function as a key liaison between HR Services IT and platform governance teams Facilitate workshops and take part in sprint planning sessions to prioritize backlog items and align on delivery timelines Represent HR Services in cross functional forums related to digital transformation and employee experience

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