ServiceNow Developer

About Visy:

Visy is a family-owned Australian business and a global pioneer in sustainable packaging, recycling and logistics. They operate across 150 sites globally, including operations in Asia, Europe, and the USA, supported by a dedicated workforce of over 7,000 employees. It is Australia and New Zealand's largest manufacturer of food and beverage packaging, made from household recycling. As Australia's largest recycler, it processes 40% of Australian households recycling. Visy also supports customers with logistics, packaging supplies, point of sale displays and more. At Visy India, their technology hub in Hyderabad, they are expanding their technical capabilities to support their global business.

Position Summary:

This role will establish a broader ServiceNow environment within the People + Culture function to deliver efficient and consistent HR services.

The role focuses on transitioning People + Culture processes from email-based requests and shared mailboxes into a structured, user-friendly ticketing system. This will improve visibility, speed, consistency, and the overall employee experience.

The role will also provide technical support to the P&C team and contribute to the ongoing enhancement and automation of HR processes. Ultimately, the intellectual property developed through the ServiceNow environment will support greater employee and leader self-service and automation of HR processes.

Key Responsibilities:

HR Service Delivery Enablement:

• Support the delivery of HR services through the ServiceNow platform.
• Help transition P&C processes from shared mailboxes into ServiceNow.
• Ensure employee requests are easy to submit, track, and resolve.
• Improve visibility and consistency of HR service delivery.

System Configuration & Support:

• Configure and maintain HR service request forms, workflows, and knowledge content.
• Support day-to-day system use and troubleshoot issues.
• Manage user access and permissions to ensure appropriate access.
• Maintain data quality and system integrity.

Continuous Improvement:

• Work with P&C teams to simplify and standardize HR processes.
• Identify opportunities to improve efficiency, reduce manual work, and enhance user experience.
• Support automation of common HR requests.
• Monitor service performance and recommend improvements.

Partnership with the Broader IDT Team:

• Work closely with the broader Visy IDT ServiceNow team on system changes and enhancements.
• Support upgrades, testing, and release activities.
• Ensure alignment with system standards, governance, and security requirements.

Reporting & Insights:

• Support reporting and dashboards to track HR service performance.
• Provide insights into request volumes, response times, and trends.
• Help P&C teams better understand and manage demand.

Documentation & Adoption:

• Document processes and system changes.
• Provide guidance and support to users.
• Help drive adoption of ServiceNow across P&C teams and the wider business.

Key Challenges:

• Moving teams from email-based processes to structured workflows.
• Driving adoption across different teams and regions.
• Balancing standardization with flexibility across HR services.
• Maintaining data quality and consistent system use.
• Communicating effectively with the business, including shop-floor employees.

Key Relationships:

Primary Functional Peers / Manager

• IDT ServiceNow Team Leader
• P&C Operations Team Leader

Direct Reports:

• None

Key Internal Stakeholders:

• P&C Leads across all streams of work.
• People + Culture teams, including HR Operations, Payroll, Talent, and other P&C functions.
• Business users and managers.

External Stakeholders:

• As required.

Key Requirements:

Mandatory – Critical for the Role:

• Experience working with ServiceNow ticketing or workflow systems within an HR environment.
• Experience improving or supporting business processes.
• Ability to translate business needs into system-based solutions.
• Strong problem-solving skills.
• Ability to work effectively with both technical teams and non-technical stakeholders.
• Strong organizational and prioritization skills.

Desirable:

• Experience supporting HR or People & Culture functions.
• Experience with HR case management or service portals.
• ServiceNow certification, such as Certified System Administrator.

Skills:

• Clear and effective communication.
• Strong stakeholder management and collaboration.
• Process improvement mindset.
• Strong attention to detail and data accuracy.