ServiceNow Analyst

hace 4 semanas

Guadalajara, Jalisco, México Ingredion Incorporated A tiempo completo

The **ServiceNow Analyst** will play a key role in supporting the design, implementation, and deployment of technical solutions within the ServiceNow platform. This individual will also be responsible for maintaining the SSC community by ensuring accurate group assignments, skills, and roles. Additionally, the Analyst will manage the global HR service provider portfolio from a day-to-day operational perspective, including interactions, data, incident, and issue resolution between HR and vendors.

**Key Responsibilities:**
- Translate HR security business processes into ServiceNow data, workflows, and reporting
- Handle specific HR service delivery processes and functionalities in the front-end and backend of ServiceNow case knowledge and portal
- Run and deliver reports for KPIs in the HR Shared Service Center
- Manage security roles, group assignments, and skills for members in the Shared Service Center
- Assist with request intake and work with core business stakeholders for routine enhancement requests or defects
- Design, develop, troubleshoot, debug, and deploy technical solutions
- Support release management, review release summaries, and release readiness documents as needed
- Assist the HRSD Tech Team with backlog management and design workshops
- Perform testing previews to ServiceNow upgrades, enhancements, and new implementations
- Work with vendors to ensure requirements effectively support the development and execution of test plans, including test case scenarios
- Perform testing as needed in different tenants using test artifacts according to established methodologies and document evidence
- Translate requirements into design documentation, including workflows and detailed requirements documents
- Support translation needs for HR systems, ensuring content is validated and understandable according to local languages
- Contribute to change management and training efforts
- Escalate vendor incidents/outage/issues to the appropriate CoE owning vendor relationship, as needed
- Manage vendor invoice processing as necessary

**Desired Behaviors and Attributes:**

Effective vendor and partner collaboration
- Ability to identify and diagnose complex issues
- Ability to manage multiple stakeholders
- Resourcefulness and ability to find answers quickly
- Thorough responses to inquiries and issues
- Excellent organizational skills
- Strong attention to detail
- Strong customer service focus
- Strong communication skills
- Highly knowledgeable in the ServiceNow platform
- Skilled in facilitating workshops, gathering user requirements, and confirming stakeholder sign-off
- Capable of managing stakeholder expectations effectively in terms of adherence to standards and delivery dates
- Skilled in standard analysis and design techniques such as workflow modeling, use case design, entity relationship diagrams
- Skilled with process optimization techniques such as Failure Mode Effect Analysis and Value Stream Mapping

**Requirements:**

Bachelor's degree in HR, Administration, or Computer Science, or a related field
- 3+ years of experience in HR Shared Services or HR Operations
- Knowledge of HR policies, benefits, payroll, and other HR-related matters
- Experience with the ServiceNow platform and the HRSD module
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills in English
- Ability to work independently and as part of a team
- Strong organizational skills and attention to detail
- Ability to interact effectively with HRBPs and other stakeholders
- Proven time management skills, and a strong sense of urgency
- Ability to quickly comprehend requirements and carry out transactions under set standards
- Ability to establish effective professional working relationships
- Problem-solving skills and a customer service orientation
- Able to run reports, conduct audits, and interpret data to conduct analysis
- Consistent exercise of judgment and escalation as necessary to resolve problems
- Strong work ethic, integrity, and personal accountability
- Highly proficient in the use of applicable HR technology and MS Office, especially MS Excel and MS PowerPoint

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