Sr. Analyst, ServiceNow HR

Edgewell is not just a company, but a vibrant global community of 6,800 visionaries, doers, and makers. Our family of over 25 personal care brands serves people in more than 50 countries. We are dedicated to infusing joyfulness into every aspect of our work. Our pledge goes beyond our products, with our fundamental value of People First guiding us to foster a diverse, inclusive, and respectful environment where every team member can flourish and celebrate our shared achievements.

Position Summary:

You are an experienced ServiceNow Administrator with strong developer skills who will support the ServiceNow Human Resources Service Delivery (HRSD) platform.

In this highly autonomous role, you will play a critical role in supporting system users, owning HRSD incidents, defects or configuration issues, delivering enhancements, and managing the knowledge base. The ideal candidate will have a deep understanding of ServiceNow, be highly focused on user support, and have a continuous improvement mindset.

Your proven combination of strong technical expertise, excellent communication skills, and understanding of HR processes and systems will ensure your success.

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
• Manage the HR case lifecycle, including routing, assignment groups, SLAs and enhancements, working with each assignment group (HR Systems Team, Service Delivery, People Analytics, Payroll etc) to ensure their needs are met
• 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 portal pages
• Leverage applicable 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 to support the transition to Employee Center and Virtual Agent

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 practice

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 knowledg