Manager, HR Service Technology & Enablement

Position Responsibilities

• Analyze service data, case trends, and feedback to identify operational pain points and experience gaps.
• Contribute to improvements in case routing, intake quality, knowledge findability, and resolution efficiency.
• Collaborate with operations teams to support SLA performance, backlog hygiene, and issue resolution.
• Support the creation, maintenance, and governance of HR knowledge and policy content.
• Partner with HR COEs and policy owners to keep content current, clear, and aligned to global and regional requirements.
• Identify knowledge gaps driven by case trends and employee questions, and support remediation.
• Contribute to the implementation and ongoing improvement of GenAI-assisted features (e.g., automation, Virtual Agent, guided help).
• Help assess GenAI outputs for accuracy, usefulness, and employee experience, escalating issues or improvement opportunities.
• Support content and experience readiness for GenAI use, ensuring AI-enabled services remain assistive, trustworthy, and well-governed.
• Support functional administration of ServiceNow HRSD and related capabilities (no coding required).
• Participate in configuration reviews, testing, and implementation support for enhancements driven by approved roadmaps.
• Contribute to process improvement initiatives, applying existing patterns and procedures to moderately complex problems.
• Provide input to product owners and senior managers on improvement opportunities and risks.

Required Qualifications & Experience

• 3–5 years of experience in HR operations, HR service delivery, HR technology, or knowledge/content management.
• Functional experience with ServiceNow HRSD, Employee Center, or comparable case/knowledge platforms.
• Strong interest in employee experience, service quality, and operational effectiveness.
• Ability to work independently with minimal guidance, using established standards and procedures.

Preferred Experience

• Experience supporting knowledge governance, HR policy content, or service catalog content.
• Exposure to GenAI, chatbots, automation, or digital worker tools in an HR or service environment.
• Familiarity with HR systems such as Workday, SAP HCM, or payroll platforms.
• Experience working across global regions and time zones.