Employee Experience HR Service Now Lead

Job Description :

About the Function: 
   
Global Business Operations keeps our business moving, connecting markets, streamlining processes and keeping everything running smoothly at scale. 

With teams across Bangalore, Budapest, Bogotá, Gurugram, and Manila, GBO delivers the essential services that support our day-to-day performance, from finance to operations and beyond. It’s a truly global environment, where collaboration across time zones and cultures is part of everyday life. 

You’ll gain exposure to different markets, build skills for the future and develop a broad understanding of how a business operates at scale. It’s a great place to learn, grow and see the bigger picture. 

About the role:

To own and continuously optimise the Employee Experience ServiceNow/MyHUB product, partnering with HR Directors and HRLT to understand business priorities and translate them into a simple, trusted and scalable employee experience through effective product governance, knowledge management, self-service and continuous improvement.

• Lead the Employee Experience ServiceNow/MyHUB product, ensuring it continues to deliver an effective, intuitive and scalable employee experience.

• Drive continuous improvement of the portal, journeys, workflows and self-service capability using employee feedback, case data, search behaviour and user journey insights.

• Lead the global Knowledge Management strategy and governance framework, ensuring clear ownership, quality standards and lifecycle management across HR knowledge.

• Maintain product governance and prioritisation of enhancements, working with GPOs, GPLs, HR Operations and D&T to ensure investment is focused on the highest-value opportunities.

• Own portal experience and content architecture, including service catalogue, knowledge, widgets, user criteria, communications and other employee-facing components.

• Ensure ServiceNow solutions follow agreed design, architecture and platform procedure, maximising standard capability and minimising unnecessary complexity and technical debt.

• Oversee platform releases, enhancements, testing, incidents and changes, providing appropriate business sign-off and ensuring platform stability, compliance and data protection.

• Build capability and protocol across Employee Experience teams, Knowledge Owners and key users, enabling effective adoption, knowledge sharing and consistent use of the platform.

• Maintain strong relationships with D&T, Solution Architecture and key HR stakeholders, acting as the business customer concern point for complex platform issues and decisions.

·       Lead the governance of the ServiceNow enhancement roadmap and Change Board, ensuring clear decision-making, prioritisation and accountability.

·       Knowledge Governance & Product Excellence

·       Own and embed the global Knowledge Management strategy and governance framework for Employee Experience, ensuring MyHUB/ServiceNow remains the trusted source of HR knowledge.

·       Define and govern the end-to-end knowledge lifecycle, with clear ownership and accountability across HR, GPLs and Subject Matter Experts for content accuracy, relevance and maintenance.

·       Establish and maintain global knowledge standards covering content structure, taxonomy, metadata, accessibility and digital self-service best practice.

·       Use ServiceNow AI and analytics, search behaviour, case volumes and employee feedback to identify knowledge gaps, improve content quality and drive increased self-service.

·       Build capability across Knowledge Owners and Authors through clear standards, guidance, training and communities of practice.

·       Own and promote ServiceNow/MyHUB product governance and best practice, ensuring consistent design standards, reuse of shown solutions and alignment across process, knowledge, technology and employee experience.

Qualifications and Experience Required

•  Experience in ServiceNow Design, development & implementation and knowledge management

•  Experience in business process automation platform.

•  Experience in a fast pace, rapidly changing global organization.

• Experience of an organization that has deployed & continues to develop

ServiceNow to an engineering community a distinct advantage

•  Ability to configure the ServiceNow platform to the needs of the customer

•  Experience translating business needs into design requirements for the ServiceNow platform

•  Experience designing sustainable business processes for ongoing maintenance of the platform in our BAU support teams, and ensured an excellent working relationship between our external ServiceNow technical support resource and our new Capability Team.

•  Tried experience leading customer relationships to discuss change request topics.

Experience leading team of specialists, providing guidance and direction for continued employee experience focus.

Working with us

Flexibility is key to our success. Talk to us about what flexibility means to you, so that you’re supported to manage your wellbeing and balance your priorities from day one. 

We recognise and value performance, offering our people a highly competitive Rewards and Benefits package including: 

Our purpose is crafting iconic drinks chosen for life’s moments. And it’s our people, with their different experiences, perspectives and talents, who make that possible. 

We value diversity in its broadest sense and want everyone to feel they can belong, give and strive for their personal best. You’ll work alongside people with different backgrounds, experiences and perspectives — challenging, supporting and learning from one another as one outstanding team. 

Together, we’re constantly learning and improving, combining the strength of our people, capabilities and iconic brands to improve, grow and win. Wherever you join us, you’ll have the opportunity to give, make an impact and play your part in making life’s moments mean a little more. 

Ready to bring your best? This could be your opportunity. 

If you require a reasonable adjustment, please ensure that you gain this information when you submit your application. 

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