ServiceNow Techno-Functional Analyst

hace 1 mes

Guadalajara, Jalisco, México Ingredion Global Business Services, S.A. de C.V. A tiempo completo

The ServiceNow Techno-Functional Analyst will support the design, prototype, implement, test, and deploy technical solutions within ServiceNow. This role also maintains the SSC community in their proper group assignments, skills, and roles respectively. Manages the global HR service provider portfolio from a day-to-day operational perspective, including day-to-day interactions, data, incident, and issue resolution between HR and Vendors /3rd party systems.

Key Deliverables

  • Understand HR Security business processes and translate them into ServiceNow data, workflows and reporting
  • Handles specific HR service delivery process 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 working 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.
  • Assists HRSD Tech Team with backlog management and design workshops.
  • Performs testing preview to ServiceNow upgrades, enhancements and new implementations
  • Working with the vendor to ensure requirements effectively support the development and execution of test plans, including test case scenarios.
  • Performs testing as needed in different tenants using test artifacts according to established methodologies and documenting evidence.
  • Translating requirements into design documentation, including, but not limited to, workflows and detailed requirements documents.
  • Support translations needs for HR systems, making sure the content is validated and understandable according to local languages.
  • Contribute to change management and training efforts
  • Escalate vendor incidents/outage/issues to appropriate CoE owning vendor relationship, as needed
  • Knowledge of vendor Service Level Agreements
  • 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 with responses to inquiries and issues
  • Excellent organizational skills
  • Strong attention to detail
  • Strong customer service focus
  • Strong communication skills
  • Highly knowledgeable in 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

Knowledge, Skills, and 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
  • Possessing the ServiceNow System Admin certification is essential, as it demonstrates a foundational understanding of the platform, enabling the analyst to support and maintain the HRSD application effectively.

Relocation Available:

No

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