summary

kuala lumpur, wilayah persekutuan
RM10,000 - RM12,000 per month
contract

specialism
human resources
sub specialism
hr consulting
reference number
91M0264326_0784319150334369934

job details

case management and knowledge base. This includes advanced configuration of record producers,
service catalogues, dashboards, knowledge base, workflow solutions, and analytics.
The role will also coordinate user acceptance testing (UAT) across units, provide inquiry and training
support, and ensure first-time issue resolution and continuous improvement of HR ServiceNow
capabilities.

Feasible Scope of Work

HR ServiceNow modules in scope: Case Management, Knowledge Base, Service Catalogue Dashboards, Workflow Engine
Estimated number of breakfixes and enhancements: average 30 items per month
Coordination with 2-4 service units for UAT and training
Focus on high-impact issues and enhancements that improve user experience, resolution time, and reporting accuracy

Deliverables:

UAT coordination plans and execution completions
Issue log and resolution tracker for all breakfixes
Enhancement proposals and implementation plans
Configured ServiceNow components (record producers, workflows, dashboards, catalogues)
Training materials and inquiry support documentation
Case analytics and dashboard reports
Final summary report with recommendations and sustainability roadmap
All deliverables must be editable and accessible for future internal updates

Methodology:

Agile or hybrid project management approach
Recurring checkpoints with HR stakeholders
Collaborative workshops with HR units
Root cause analysis for recurring issues
Continuous improvement loop based on analytics and feedback
Documentation of all configurations and changes for audit and compliance

Internal

Strong understanding of HR case management processes and analytics
Experience coordinating UAT and training across multiple units
Ability to resolve issues independently and drive first-time resolution
Excellent documentation and stakeholder communication skills
No conflict of interest; independent consultant or internal manager preferred

about the company
This company is a multinational company recognized as the world's leading chemical manufacturer.

about the job
Engage a highly experienced manager-level ServiceNow HR module expert to serve as the key focal
point for all bug fixes, change requests, enhancements, and improvement initiatives related to HR
case management and knowledge base. This includes advanced configuration of record producers,
service catalogues, dashboards, knowledge base, workflow solutions, and analytics.
The role will also coordinate user acceptance testing (UAT) across units, provide inquiry and training
support, and ensure first-time issue resolution and continuous improvement of HR ServiceNow
capabilities.
...

Feasible Scope of Work

HR ServiceNow modules in scope: Case Management, Knowledge Base, Service Catalogue Dashboards, Workflow Engine
Estimated number of breakfixes and enhancements: average 30 items per month
Coordination with 2-4 service units for UAT and training
Focus on high-impact issues and enhancements that improve user experience, resolution time, and reporting accuracy

Deliverables:

UAT coordination plans and execution completions
Issue log and resolution tracker for all breakfixes
Enhancement proposals and implementation plans
Configured ServiceNow components (record producers, workflows, dashboards, catalogues)
Training materials and inquiry support documentation
Case analytics and dashboard reports
Final summary report with recommendations and sustainability roadmap
All deliverables must be editable and accessible for future internal updates

Methodology:

Agile or hybrid project management approach
Recurring checkpoints with HR stakeholders
Collaborative workshops with HR units
Root cause analysis for recurring issues
Continuous improvement loop based on analytics and feedback
Documentation of all configurations and changes for audit and compliance

Internal

Strong understanding of HR case management processes and analytics
Experience coordinating UAT and training across multiple units
Ability to resolve issues independently and drive first-time resolution
Excellent documentation and stakeholder communication skills
No conflict of interest; independent consultant or internal manager preferred

experience
10 years
skills
Proven expertise in ServiceNow
qualifications
Bachelor's in Human Resource or related field
education
Bachelor Degree

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hr servicenow specialist.

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ili nabilah

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