Sr. Manager, ServiceNow Lead

Make a meaningful difference to patients around the world. Our talented people are central to the future of Edwards Lifesciences, which is why our Human Resources teams help design, guide, and deliver inspiring experiences for our people. With a fundamental understanding of how to build a supportive community and organizational capability, you’ll deliver solutions to attract and retain talent. Your work will enable our teams to thrive as they help patients live healthier and more productive lives.

Our Human Resources team is looking for a new Manager, HRIS – ServiceNow Development professional to oversee HRIS ServiceNow Knowledgebase projects and translate business needs into system designs and capabilities. This is an individual contributor role that give you exposure to a variety of teams and stakeholders and will allow you to elevate your ServiceNow expertise through innovative projects. You will play a vital role in the continual improvement of the knowledge management processes and assets by performing regular analysis, reporting, and training.

How you will make an impact:

• Build and drive the culture of knowledge sharing within HR community and serve as the advocate for Knowledge Management initiatives.
• Edit newly-submitted and existing knowledge base content for quality and effectiveness
• Create and deliver training on the development and management of documentation and other knowledge resources
• Analyze feedback, usage statistics, and other data to prioritize creation and improvement of knowledge resources
• Create, analyze, and report on metrics to measure the usage, adoption, success of knowledge resources
• Plan SN Knowledgebase projects and activities while developing solutions that add value to Edwards employees and stakeholders with accountability for successful completion within scope of project deliverables.
• Provide direction and guidance to execute tactical HRIS projects and/or initiatives. Identify and interpret trends and patterns to help influence changes to the operations, process or programs.
• Create and review data of articles adoption, usage of premier (high-value, frequently used) KM content, and summarize benefits, outcomes, and improvement opportunities for the organization.
• Identify and evaluate SN and KB process improvements and/or course correction/course alignment opportunities. Create and maintain proper documentation related to HR systems.
• Partner with other SMEs outside of HR (IT, Legal, Finance, etc) to provide HR with more robust analytics. Develop thorough understanding of HR-related data and creates complex queries to extract data for comprehensive analysis.
• Evaluate, revise, and continuously improve the KM Framework workflow and procedures as the organization scales.
• Frequently interacts with customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company; often leads a cooperative effort among members of a project team
• Other incidental duties as assigned by manager

What you’ll need (required):

• Bachelor's Degree in related field plus 10 of previous related experience OR Master's Degree in related field plus 8 years of previous related experience
• Prior people leadership experience   
• ServiceNow HRSD certification
• PMP or direct ServiceNow project management experience

What else we look for (Preferred):

• ServiceNow HRSD experience highly preferred
• Expert understanding of related aspects of HRIS processes and/or systems

• Excellent leadership skills and the ability to coach others to create clear and effective content
• Advanced Microsoft Office Suite including advanced Excel and HRIS systems
• Expert understanding of HR systems solutions while addressing issues with impact beyond own team based on knowledge of related disciplines
• Good understanding of HR lifecycle and how HR technology support and enable the process (from recruitment to retirement)
• Ability to develop and integrate metrics into the projects and operations that clearly demonstrate the value of HRIS to the business
• Proven successful project management skills including strong organizational, self-directed, analytical, and decision-making skills to thrive with aggressive time sensitive deadlines
• Participate and present at meetings with internal and external representatives
• Resolve operational and scheduling issues
• Dedicated to quality client service and pro-active and responsive to client needs.
• Excellent documentation, communication and interpersonal relationship skills. Able to negotiate and build strong relationships at all levels to drive achievement of objectives and influence chan