ServiceNow HR Specialist

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 ResponsibilitiesService Catalogue FormLead the end to end design and enhancement of HR Service Catalogue forms in ServiceNow ensuring alignment with global HR policies and user experience standardsCollaborate with HR SMEs and platform developers to translate business requirements into scalable intuitive digital formsMaintain governance over form logic field validations and dynamic behaviour to support accurate case creation and routingTest SIT UAT and validate features to ensure they meet requirements with precision and qualityHR Case ManagementAssist with delivery of HR cases resulting from record producer including case templates assignment rules SLAs and escalation pathsPartner with HR advisory teams to ensure cases are correctly categorised and resolved within defined timelinesSupport regression testing during platform upgrades to maintain seamless functionalityMonitor case volumes and trends to identify opportunities for automation and continuous improvementSupport with resolving BAU HR tickets related to ServiceNow case managementAnalytics and ReportingDevelop and maintain dashboards to track form usage case volumes resolution times and user satisfactionProvide insights to leadership on service performance and recommend data driven enhancementsSupport audit and compliance reporting related to HR case handling and data integrityAgile MethodologyExperience with Scrum and Kanban frameworks to manage and deliver projects efficientlyUnderstanding of sprints sprint reviews and retrospectives to ensure continuous improvementStrong emphasis on teamwork collaboration and effective communication within cross functional teamsExpertise in writing clear and concise user stories with acceptance criteriaAbility to prioritize and manage the product backlog and Jira demand effectivelyConducting regular refinement sessions to ensure user stories are well defined and ready for developmentSkills in forecasting demand and planning resources accordinglyManaging own work and time and acting with autonomy to meet capacity and demandTracking and analyzing performance metrics to optimize demandProficiency in using Jira for tracking progress and managing tasksBusiness AnalysisProficiency in eliciting documenting and validating business requirements from stakeholdersAbility to create and analyze process maps to identify areas for improvementExperience in managing relationships with stakeholders to ensure their needs are metStakeholder EngagementFunction as a key liaison between HR Services IT and platform governance teamsFacilitate workshops and take part in sprint planning sessions to prioritize backlog items and align on delivery timelinesRepresent HR Services in cross functional forums related to digital transformation and employee experience