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Job Purpose and Impact

• The Senior Professional, General HR Operations job performs complex human resources services spanning data administration, position management, learning administration, exit processing, service delivery enablement, vendor management, performance monitoring, benefits and other transactions to ensure the successful delivery of the human resources administrative services. Under minimal supervision, this job provides advice to employees and managers, and leads the implementation and improvement of human resources services administration activities including benefits, new hire and termination process administration.

Key Accountabilities

• EMPLOYEE SUPPORT: Provides advice to employees and managers to address HR knowledge articles questions and performs complex analysis on benefits programs, time and attendance and human resources policies, including disability, health and life benefits, paid time off and retirement plans to identify opporunities to improve self-service. 
• HR RESEARCH: Performs complex internal and external research to maintain knowledge of industry and market trends, assesses the organization's human resources processes and standards and performance metrics, identifies impacts to the organization's human resources administrative services, processes and standards, and recommends improvements to leadership through the Service Now Knowledge Management module.
• COMPLIANCE: Monitors employee related legislation compliance and regulatory updates, and proposes guidelines and procedures to ensure compliance with regulations.
• QUALITY ASSURANCE & CONTINUOUS IMPROVEMENT: Leads complex projects related to process optimization and standardization, including implementing accountability measures and processes to ensure compliance, conducting analyses of human resources administrative services performance metrics and identifying areas for service improvement using information from Service Now Case Management. 
• PROCESS IMPLEMENTATION OF SERVICE NOW KNOWLEDGE MANAGEMENT: Monitors the process implementation, and ensures consistent execution of related processes.
• VENDOR MANAGEMENT: Partners with key vendors in ServiceNow and stakeholders to stay updated on the latest technologies, tools and methodologies and identifies opportunities to integrate them into program design and delivery.

Qualifications

• Minimum requirement of 4 years of relevant work experience in ServiceNow HRSD module. Typically reflects 5 years or more of relevant experience.
• Strong knowledge of global HR processes (leave, payroll, benefits, onboarding, ER, etc.) and ServiceNow Knowledge Management module.
• Experience with multi-region HR operations.
• Proficiency in understanding ServiceNow service catalog items, case templates, SLAs, and routing rules.
• Strong communication and stakeholder management skills.
• Familiar with data privacy regulations
• Experience in multinational environments.
• Languages: English and Spanish

Nice-to-Have (Preferred Qualifications)

• ServiceNow certifications (CSA, HRSD Implementation Specialist)
• Languages: Portuguese

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