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