ServiceNow HR Junior Business Analyst

Context/Scope

The wider Employee Experience Team is part of Diageo Business Services, providing HR and Learning Admin/Operations support to 23,000 employees in 70+ countries worldwide and 8,000 colleagues in Joint Ventures and Diageo distributors. The team is a key enabler of process excellence and a strategic partner improving employee experience.

The MyHUB HR & Process Excellence Capability team within the Process Excellence area drives a collaborative global HR technology and process change culture. We are strategic partners who advocate and enable MyHUB (powered by the ServiceNow platform) HR technology changes and foster a Process Excellence Key User community throughout GHRO.

Purpose of Role

The MyHUB HR Service Delivery Specialist has 3 main spans of control:

• Maintain and improve the MyHUB (ServiceNow) HR Case Management, HR Agent Workspace and Live Agent Chat solution used by HR Operations and HRIT teams – partner with these teams to identify efficiency opportunities,

• Own the Virtual Agent Chatbot HR Conversations to ensure the integrity of our employee experience is maintained and supervise Chatbot usage to identify improvement opportunities.

• Establish and implement standards and a process framework to collect/update accurate documentation of system changes for MyHUB (ServiceNow) – partnering with IT customers to ensure alignment.

Top Accountabilities

As the MyHUB HR Service Delivery Specialist you will be accountable for providing advice on the out-of-the-box capabilities of MyHUB (ServiceNow) that could be beneficial to HR, accountable for maintaining the integrity of our HR Service Delivery solution, identifying improvement opportunities with HR Operations and HRIT teams, and implementing standard process framework for documenting any changes to the design/configuration of MyHUB (ServiceNow).

• Ensure that HR processes are automated and optimized for efficiency.

• Collaborate with HR teams to identify service delivery improvements and implement them within the platform.

• Oversee the maintenance of HRSD modules in ServiceNow.

• Design, develop, and own the Virtual Agent for HR to provide automated assistance to employees.

• Identify improvement opportunities for conversational workflows that address common employee HR inquiries and tasks.

• Continuously improve the Virtual Agent by analyzing usage data and feedback with a focus on HR.

• Lead Live Agent Chat for HR functionality within ServiceNow.

• Ensure detailed integration between Virtual Agents and Live Agents for a smooth user experience.

• Train support staff on reliably using HR Agent Workspace and Live Agent Chat features to resolve employee issues promptly.

• Continuously supervise & improve user experiences across HRSD virtual agent live chat & documentation platforms.

• Collect feedback from users, analyze data & implement changes to enhance usability satisfaction & effectiveness.

• Partner with HR Operations Leadership to supervise key performance indicators (important metrics) such as response times resolution rates and user satisfaction.

• Partner with HR Operations Leadership and HR Global Reporting to support the creation/maintenance of regular reports identifying trends and areas for improvement success metrics.

• Stay updated with industry trends, emerging technologies, and standard methodologies related to HR Service Delivery, process automation and AI chatbot interfaces.

• Propose innovative ideas and enhancements to drive continuous improvement initiatives for our HR Service Delivery solution.

• Develop and maintain comprehensive documentation for MyHUB (ServiceNow) HR designs, customizations, configurations, and changes.

Qualifications and Experience Required

• Must have English-language fluency, able to articulate with excellent verbal and written communication skills.

• Must have shown experience in customer management and the ability to self-manage efficiently.

• Must have experience understanding HR Service Desk type usage of a case management and chat solution such as ServiceNow.

Additional Requirement

• Ideally 2+ years of experience working as part of a multinational HR Shared Services organization with exposure to different global markets.

• Ideally 2+ years of experience working within a change governance process or framework, being responsible for documentation or communicating changes.

• Ideally certified ServiceNow HR Admin from Tokyo version or later and familiarity with the functionality of HR Service Delivery, HR Agent Workspace and Virtual Agent.

• Ideally experience of working with HR Shared Services Leads to identify improvement opportunities for agent efficiency.