Job title: HR Specialist
Job Description Summary
The Global Support Specialist has two primary responsibilities – ServiceNow access management, and knowledge content management in Service Now Case Management tool.
Time will be split equally, and a standard day will be spent between both the deliverables. There may be times where one of the responsibilities will become the primary focus. This will be based on the demand. This will always be communicated and agreed by your Manager.
The Specialist serves as Knowledge Management (KM) subject matter expert and advocate of Knowledge Management best practices. This role will have responsibility for maintaining the Knowledge Management system by updating global knowledge articles, Standard Operating Procedures, process flows, use cases, as well as reviewing updates, edits, and organizing knowledge articles and Standard Operating Procedures for structural consistency, technical accuracy and clarity.
Additionally, the Specialist supports complex, global projects, processes, and procedures; collaborates with Global HR business leaders, supporting multiple initiatives to analyze, define, and verify current and future solutions and acceptance. Key responsibility lies in deliverables, identifying risks and clearly communicating progress to stakeholders in a timely manner.
· Provision/Deprovision User accounts and system data attributes
· Manage communications to fulfillers to standard communication channels
· Disposition data in HR Knowledge Bases
· System testing and documentation of supporting Knowledge
· Adhoc reporting requests
· Identify areas for continuous improvement
Knowledge Management:
- Manage knowledge assets in repositories in compliance with governance framework and processes
- Work with subject matter experts to develop documentation and reference material and identify information gaps.
- Administer Service Now to disseminate information
- Develop training materials to integrate Knowledge Management into day to day business.
- Create engaging and effective content to a variety of internal audiences for consistent training and knowledge collaboration, including face-to-face and digital learning experiences.
- Promote the use of Knowledge Management in Service Now.
- Support adoption of collaboration technologies
- Own and ensure quality of the knowledge database and service catalogue
- Assist in gathering and documenting requirements for ServiceNow enhancements
ServiceNow Access Management
- Provision and Deprovision user in a timely manner
- Identify priorities.
- Analyze data for remediation
- Predict potential problems for escalation.
- Perform preventative maintenance
- Identify trending issues and possible problems, documenting and maintaining change in key workflows and processes with support.
First Line Support
- Resolve First Line Requests within agreed SLA’s.
- Identify trending issues and possible problems, documenting and maintaining change in key workflows and processes with support.
- Monitor metrics and leverage analytics to report on performance in conjunction with team that owns the Quality Assurance Program (QAP)
- Support a service-oriented culture focusing on document quality and workflow.
- Serve as the point of contact for all inquiries and processing requests for employee records.
