HR Service Management Senior Specialist

ACCOUNTABILITY

•Ensure operational excellence and continuous improvement of HR services in ServiceNow HRSD, focusing on service performance.

•To check the quality and efficiency of our ServiceNow platform by conducting regular audits, identifying areas for improvement, and implementing best practices.

•This role requires strong analytical skills, attention to detail, and a deep understanding of ServiceNow and Dashboard knowledge.

Service Performance & Monitoring

•Own and maintain operational dashboards in ServiceNow HRSD for HR services.

•Monitor service KPIs and SLAs, ensuring alignment with agreed service levels.

•Analyse data performance trends to identify root causes beyond agent performance (e.g., service design,  knowledge gaps, areas for improvement).

Service Delivery Assessment

•Conduct regular health checks on HR services to ensure they meet business needs.

•Drive continuous improvement initiatives based on performance insights and user feedback.

•Collaborate with HR process owners and ServiceNow platform team to optimize workflows.

•Able to track progress and submit timely reports and documentations.

Service Design & Governance

•Partner with HR Product Owner and Service Owners to review and improve service design which is impacting the various KPI .

•Validate that new or updated services include proper metrics, escalation paths, and knowledge assets.

•Support change management for service enhancements.

Escalation & Quality Assurance

•Conduct regular quality assurance audits of the ServiceNow platform to ensure compliance with internal standards and best practices.

•Share daily report of key performance Indicators with Head of Global HR Operations and share escalation for operational issues impacting service delivery on weekly review meeting with GHRops LT.

•Coordinate with team managers and QA resources to resolve systemic and processing issues to ensure Quality and timely delievery.

Stakeholder Engagement

•Collaborate with ServiceNow Product Owner to share the requirements and implement enhancements related to ServiceNow Dashboard and Analytics.

•Provide regular reporting and insights to HR leadership on service performance – Monthly , quarterly & Annual trends.

•Act as a bridge between HR operations, ServiceNow platform team, and HR Product Owner.

Skills & Competencies:

•Strong understanding of Service Management practices (especially Service Operation, and Continual Improvement).

•Technical Expertise: Proficient in PowerBi Dashboard, Excel.

•Experience with driving operational improvement through data

•Analytical mindset with ability to interpret data and drive actionable insights.

•Strong stakeholder management and communication skills.

•Data Integrity: Ability to ensure data accuracy and integrity.

•Problem Solving: Skilled at identifying issues, conducting root cause analysis, and devising effective solutions.

Personal qualities that will help you succeed in this role include:

self-motivated, solution mindset, attention to detail. A team player with ability to work independently with minimum supervision Flexible attitude, in agile environment with frequently changing deadlines can be relied on to meet deadlines, committed to both their work and personal development, with a willingness to widen their experience, including knowledge base and leadership skills. Good communication skills both written and verbal  

• The ability to build relationships and trust, so your business colleagues see you as their partner, focusing on creating value for the business.
• The ability to understand and navigate a complex, relationship-based matrix organization to achieve key objectives.
• Being able to adopt a team-oriented approach to solving problems.
• Excellent communication and collaboration skills.

Welcome to our Support Organization

In Ramboll’s Support Organization we take pride in keeping Ramboll running smoothly, enabling bright minds throughout the organization to focus on their areas of expertise as we tie together all parts of the business. We provide support within areas like Finance, HR, IT, Legal, Communication, Facility Management and more, coordinating efforts and securing common ground for the development and servicing of clients and markets.  

Ramboll globally

Ramboll is a leading engineering, architecture, and consultancy company. Working at one of our offices in 35 countries you will join more than 16,000 fellow bright minds in creating innovative and sustainable solutions within Buildings, Transport, Energy, Environment and Health, Architecture, Landscape and Urbanism, Water and Management Consulting. Combining local experience with global knowledge, we help shape the society of tomorrow. 

Alle your information will be kept confidential according to EEO guidelines.  

What we can offer you

• Investment in your development
• Leaders you can count on, guided by our Leadership Principles
• Be valued for the unique person you are.
• Never be short of inspiration from colleagues, clients, and projects.
• The long-term thinking of a foundation-owned company

We offer:

• A challenging and interesting workday characterized by continuous learning, in an environment where you have many to spar with and learn from.
• Opportunity to work with varied work tasks, across the organization.
• Opportunity to develop and influence your own area of responsibility.

Work at the heart of sustainable change

Ramboll is a global architecture, engineering, and consultancy company. We believe that the purpose of sustainable change is to create a thriving world for both nature and people. So, that’s where we start – and how we work. At Ramboll, our core strength is our people, and our history is rooted in a clear vision of how a responsible company should act. Being open and curious is a cornerstone of our culture. We embrace an inclusive mindset that looks for fresh, diverse, and innovative perspectives. We respect, embrace, and invite diversity in all forms to actively cultivate an environment where everyone can flourish and realize their full potential.

Ready to join us?

Please submit your application. Be sure to include all relevant documents including your CV, cover letter, etc.

Thank you for taking the time to apply! We look forward to receiving your application.