HR Operations Case Management Lead

Job description

The HR Operations Case Management Lead will be responsible for gathering business requirements, designing, and guiding the HR Case Management solutions. This role requires a strong understanding of HR Service Delivery (HRSD) principles and the ability to collaborate with cross-functional teams to deliver business process improvements. The ideal candidate will have experience in ServiceNow or other case management platform configuration, administration, and integration with various systems. Responsibilities: Collaborate with stakeholders to gather and analyze business requirements, translating them into technical specifications and solutions within the ServiceNow platform. Manage the intake of requirements and design of ServiceNow Case Management modules and enhancements. Partner with BTS, DDS, and vendor partners to configure and customize ServiceNow applications, including workflows, forms, etc. Provide expert guidance and best practices for utilizing ServiceNow capabilities to drive business process optimization. Lead and perform data analysis and reporting to support decision-making and identify improvement opportunities across platform. Collaborate with HRSD process owners and other stakeholders to improve existing services and processes. Develop and maintain detailed business requirements documentation, including design specifications, initial story drafts and procedures. Provide training and support to users for new or modified features and functionalities. Stay current with industry trends and advancements in ServiceNow technology to continually improve service offerings. Bachelor’s degree in Human Resources, Computer Science, Information Technology, or a related field, or equivalent experience. 5 + years of experience in Human Resources, HR Operations with prior system and platform experience, including case management and ServiceNow HRSD module configuration or similar platforms. 8 years work experience. Strong understanding of HR Operations and HRSD processes and best practices. Proven experience in system design, scripting, and application customization. Proficiency in system functionality, technical design and process improvement. Excellent problem-solving skills with a keen eye for detail. Effective communication and collaboration skills with the ability to work effectively in a diverse team environment. ServiceNow certifications (such as Certified System Administrator or Certified Implementation Specialist) are preferred.