HR ServiceNow Manager

About the

Role:

The People Case Solutions Manager will be responsible for delivering on regional workstream initiatives within the tower. The role reports to the HR Case Solutions Tower Lead, and partners strongly with various stakeholders including the Regional People Operations Teams and Enterprise Platform teams, including Digital & Technology and Finance Processes. The role is responsible for partnering and delivering items related to regional and global initiatives to align People Processes and Systems. The role will focus on delivering changes required to enable this global alignment and deliver on the functional product roadmap and associated improvements. People processes are interrelated, and this role will collaborate with other People Process Towers, identifying process gaps and opportunities to simplify and enhance employee experiences when using ServiceNow (Case Management and Knowledge). The role will focus on the following products: ServiceNow HR Service Delivery, Knowledge Management and Employee Service Centre and related integrations.

What You'll Do:

Document requirements, procedures/protocols, process flows, approver levels, decision points, and all relevant information including devising and maintaining governance procedures and protocols. Work on enhancements related to ServiceNow both in the Case Management area and within the Knowledge Base. Own development of test scripts and managing testing. Combine experience and a critical eye to review and analyze existing processes, identifying bottlenecks, along with making recommendations for process and product improvements to deliver world class employee experience. Follow the global CBRE standards to document new processes and to problem solve through existing process and product challenges. Work with internal stakeholders to assess and identify areas of improvement within their tower process and product landscape, ensuring all product and process initiatives are consistent with governance standards and are aligned with D&T, Finance, Audit, SOX, Data Governance, other corporate functions, and statutory requirements. Have a solid technical understanding of the products within their tower, maintains and coordinates on Internal Platform documentation and business SOP documents as required. Leverage design, documentation, and implementation techniques to deliver world-class process solutions, including business requirements, testing, documentation, and production migration protocols. Independently conduct follow-up and more in-depth discussions with secondary stakeholders/process users where required. Identify training documentation needs, documents as required, and ensures fully aligned to business and technical readiness.