Service Operations & User ExperienceSupport the reliability and day-to-day effectiveness of HR service delivery tools (HRSD, Employee Center, Knowledge, Virtual Agent). Analyze service data, case trends, and feedback to identify operational pain points and experience gaps. Contribute to improvements in case routing, intake quality, knowledge findability, and resolution efficiency. Collaborate with operations teams to support SLA performance, backlog hygiene, and issue resolution. HR Policy, Knowledge & Content GovernanceSupport the creation, maintenance, and governance of HR knowledge and policy content. Apply established taxonomy, templates, metadata, and quality standards to ensure content is accurate, compliant, and easy to consume. Partner with HR CO - Es and policy owners to keep content current, clear, and aligned to global and regional requirements. Identify knowledge gaps driven by case trends and employee questions, and support remediation. Gen. AI & Automation Enablement. Contribute to the implementation and ongoing improvement of Gen. AI-assisted features (e.g., automation, Virtual Agent, guided help). Help assess Gen. AI outputs for accuracy, usefulness, and employee experience, escalating issues or improvement opportunities. Support content and experience readiness for Gen. AI use, ensuring AI-enabled services remain assistive, trustworthy, and well-governed. Platform Administration & Continuous Improvement. Support functional administration of ServiceNow HRSD and related capabilities (no coding required). Participate in configuration reviews, testing, and implementation support for enhancements driven by approved roadmaps. Contribute to process improvement initiatives, applying existing patterns and procedures to moderately complex problems. Provide input to product owners and senior managers on improvement opportunities and risks. Core Responsibilities. Execute and support improvements aligned to defined strategies and roadmaps. Participate on or lead small project workstreams. Analyze data and insights to recommend practical, implementable improvements. Collaborate across HR Operations, HR CO - Es, IT, and vendors in a global, matrixed model. Provide informal guidance to junior team members as needed. Required Qualifications & Experience 3–5 years of experience in HR operations, HR service delivery, HR technology, or knowledge/content management. Functional experience with ServiceNow HRSD, Employee Center, or comparable case/knowledge platforms. Strong interest in employee experience, service quality, and operational effectiveness. Comfort working with data, trends, and metrics to support decision-making. Ability to work independently with minimal guidance, using established standards and procedures. Preferred Experience. Experience supporting knowledge governance, HR policy content, or service catalog content. Exposure to Gen. AI, chatbots, automation, or digital worker tools in an HR or service environment. Familiarity with HR systems such as Workday, SAP HCM, or payroll platforms. Experience working across global regions and time zones.