Servicenow For People

Novartis Corporate Center Mexico City is one of six strategically located corporate centers established by Novartis globally. It brings together expert capabilities and talent across functionalities, that drives the business forward. It is home to + associates who work to deliver on the Novartis purpose of reimagining medicine to improve and extend people's lives. Responsibilities The ServiceNow for P&O System Experts are the resolver group for requests from P&O Users relating to ServiceNow and integrated systems (ServiceNow, Kenexa BrassRing, SAP HCM, Aconso, DocuSign, IAM, RCA). They are also the single point of contact to P&O Users (P&O Services, Rewards, Learning, Reporting & Analytics, P&O Technology, TAS BP's, P&O BP's) for system knowledge and guidance, access management, issues and incidents, and potential system changes or enhancements as an enabler for the Service Operations organization. They directly fulfil requests and resolve incidents with their combined functional knowledge of P&O Service Operations and technical skills of the ServiceNow platform. Responsible for Access Management (role based access) for People & Organization Users (globally) on ServiceNow. Responsible to execute Access audits and compliance controls. First point of contact for ServiceNow system / technical issues for P&O. Directly resolves queries on system use where explanation / clarification is required. Interacts directly with the requester when further information is required to resolve an issue. Submits an Incident (when needed) and interacts with respective IT Support Teams for incident resolution & request fulfilment. Responsible for tracking and updating IT Support Tickets in ServiceNow. Participate in change release screening, UAT Testing, and deployment to represent Service Operations. Proactive communication on systems related topics to the appropriate internal stakeholders within the Service Delivery teams. Support delivery of the platform roadmap working with internal IT and/or third parties. Understand and build knowledge and expertise of the ServiceNow solution and its full capabilities - including the security constraints that determine access rights and data handling. Manage document administration activities and maintain all P&O related soft configuration tables. Comply with operational standards and procedures. Understand and promote P&O and other relevant processes and ensure documentation, processes and standards are maintained or created for the P&O scoped application. Collaborate with teams to share business expertise, best practices and knowledge. Contribute to or maintain all training materials relating to the use of ServiceNow. Create and maintain documentation, processes and standards that meet internal controls. Act as an advocate for the ServiceNow platform, driving adoption. Commitment to Diversity & Inclusion Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve. Minimum requirements Education: Bachelor /s degree Languages: Fluent English, other languages are a plus Experience: Knowledge and experience of service management / delivery technology / tools (i.e. ServiceNow, Ticketing, Telephony, Chat platforms). Experience with HR cloud-based solutions, preferably ServiceNow. Ideally 1 to 3 years' systems, data & knowledge management experience working in role within an HR Shared Services / Customer Service Delivery environment within an international environment with experience of analyzing business requirements. Good understanding or direct experience of HR business processes. Experience with SAP HR or other ERP HR systems. General understanding of project management and Agile methodologies, preferably in a HR context. Experience with GxP, Computer System Validation, Data Privacy and Compliance requirements. Why Novartis 766 million lives were touched by Novartis medicines in , and while we're proud of this, we know there is so much more we could do to help improve and extend people's lives. We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working. We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world's toughest medical challenges. Because the greatest risk in life, is the risk of never trying Imagine what you could do here at Novartis Division CTS Business Unit HR NBS Country Mexico Work Location Distrito Federal Company / Legal Entity NOV CO #J-18808-Ljbffr