Hybrid - 2 days a week onsite.
Address:
RMZ Ecoworld, Bhoganahalli Village, Bengaluru, Karnataka 560103
What you'll be doing
- Process Excellence & Continuous Improvement
- Analyze existing workflows and identify opportunities to streamline operations, reduce cycle times, and improve service quality.
- Establish and promote standardized best practices, process governance, and cross-functional collaboration.
- Partner with functional teams (HR, Finance, IT, etc.) to develop and implement best-in-class processes and governance.
- ServiceNow Process Management & Automation
- System Configuration: Design, develop and configure ServiceNow HRSD to automate manual work and optimize workflows specifically for the Shared Services team
- Portal & AI Integration: Design and develop the self-service portal and lead the integration of AI-powered chatbots to facilitate case routing, knowledge retrieval and agent support
- Workflow Analytics: Analyze and build ServiceNow process workflows, dashboards, and performance analytics to track KPIs and improve service levels
- Ensure ServiceNow internal process documentation is up to date and aligned with business needs.
Technical Troubleshooting & Partnership
Issue Resolution & System Support: Troubleshoot complex issues reported by stakeholders and end-users to ensure seamless service delivery
TDI Collaboration on Enhancements:
Partner closely with TDI (Technology, Data & Information) team to identify, track and fix system bugs and technical blockers
End-to-End Rollout Management:
Support the rollout of new system enhancements by the leader User Acceptance Testing (UAT) and provide dedicated hypercare support to ensure stability post-launch
Stakeholder Collaboration & Change Management
- Engage with business stakeholders to define requirements for digital self-service capabilities and enhanced customer experiences.
- Drive adoption of new tools and processes through effective change management, training, and communication strategies.
- Act as a liaison between Shared Services, IT, and external vendors for ServiceNow and chatbot enhancements.
Governance, Compliance & Knowledge Management
- Ensure all process and service documentation is maintained and aligned with compliance requirements.
- Champion knowledge management by enabling content curation, lifecycle management, and chatbot integration for easy access to FAQs and SOPs.
Skills
What you'll bring to the role
Experience:
- 4+ years of experience in Shared Services, Process Improvement, or Business Operations with at least 2 years in a leadership or senior specialist role. [or 4+ years with a Master's degree]
Technical Skills:
- Deep hands-on experience with ServiceNow (e.g., HRSD, ITSM) including portal design, workflow configuration and knowledge management.
- Demonstrated experience in designing AI-powered self-service portals and
- integrating chatbots (e.g., ServiceNow Virtual Agent, or third-party tools).
- Familiarity with natural language processing (NLP) concepts and chatbot training methodologies.
- Proficiency in data visualization and reporting tools such as ServiceNow Performance Analytics.
