People Experience & Operations Analyst -myServices SME EMEA Full Time

The myServices EMEA Subject Matter Expert (SME) will serve as a regional expert & business analyst for myServices (SN) matters across EMEA. The SME will collaborate with global and regional teams, partner with the global SN SME community, and support the design, deployment, improvement, and governance of SN functionalities within the EMEA Region.

Responsibilities

• Act as the myServices (SN) Ways of Working & technical expert for the EMEA Region, providing expert guidance, support, and coordination in SN-related initiatives;
• Partner in projects to improve E2E employee experience related to SN and relevant global processes;
• Cooperate with global and regional project teams on technical initiatives, ensuring alignment with business objectives and standards (business analysis);
• Partner with the global SN SME community to understand future developments and share improvement ideas;
• Support / Coordinate the deployment of ServiceNow and related Processes/WoW by coordinating training and testing activities, ensuring smooth implementation and user adoption;
• Assess and submit proposals for new requirements or enhancements of ServiceNow functionalities, prioritizing based on business impact and strategic goals.
• Participate in the design and implementation of new modules and functionalities of SN (i.e. Chat, CSAT, SNOW dashboards);
• Ensure effective communication of SN enhancements;
• Manage/act as escalation point for SN incidents;
• Identify and propose improvements to increase the quality and productivity of services provided via SN (incl. adoption), ensuring alignment with service standards;
• Monitor adherence to agreed SN WoW, identifying areas for adjustment or improvement to achieve the highest WoW compliance.

Qualifications

• Knowledge of ServiceNow functionalities and modules, with experience in implementing and enhancing SN solutions;
• Hands-on experience in ServiceNow administration and usage;
• Strong analytical, problem-solving, and communication skills;
• Ability to collaborate effectively with stakeholders at all levels;
• Ability to drive change and adoption of new technologies and functionalities of existing tools;
• Experience in training and knowledge management / knowledge sharing;
• Previous experience with high-volume BPO, SSC type organization i.e. Employee Services Shared Service Centre;
• Strong level of professional maturity and track record of developing strong client partnerships;
• High-energy individual, passionate about HR processes, technology, and enjoys working in a fast-paced, innovative, dynamic organization;
• Able to handle sensitive and confidential information with discretion and professionalism;
• Collaborative team player;
• Ability to work in a matrix organization;
• High level of attention to detail.

To support informed and transparent discussions, candidates who progress to the interview stage will be provided with information on the initial remuneration level for the role. Any questions and further details about the process will be discussed during the interview.

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