ServiceNow HR Service Delivery Subject Matter Expert

ServiceNow HRSD SME

Job Title

ServiceNow HRSD SME

Job Description

Job description Global Subject Matter Expert HR Information Systems (HRIS)

In this role, you have the opportunity to:

As the Global Subject Matter Expert in People Information Systems, you are the functional expert responsible for solutions and processes  connected with People Contact Center tools"  . You are the counterpart for the People Activation team, Service Delivery lead and the regional Philips People Services (PPS) Centers. You act as a trusted advisor towards these teams and translate their policies into an operational way of working in ServiceNow HRSD whilst ensuring alignment with the service delivery model. You are also guiding and training the PPS Centers. You manage changes from an end2end perspective, including the impact assessment on the process, ways of working and the ServiceNow system. You actively contribute to projects such as deploying our HR telephony solution and the implementation of new service center capabilities.

Next to the SME role, you actively contribute to continuous improvement and HR technology projects in close collaboration with your colleague SMEs, CoEs and other important stakeholders, while combining your end2end process knowledge with ServiceNow functionality knowledge.

Responsibilities:

• Partner with Centers of Expertise (primarily People activation team and IT) to translate strategic objectives and policies into End2End processes and solutions.
• Act as Subject Matter Expert (SME) for the End2End process and solutions in scope (ServiceNow - Case Management system, People Portal Knowledge Management and Telephony). Manage stakeholders like regional PPS Centers, Centers of Expertise, People Business Partners, People admins and IT to ensure smooth solution deployments.
• Manage changes to solutions (releases / upgrades), Define and deliver upon solution's roadmap, partner with People country and regional specialists, perform impact assessments on the End2End process, ways of working and ensure an ease-of-use of the system. Maintain common process maps and related documentation and deployment to Regional PPS Centers and countries not in full PPS services following the process governance model.
• Project Management: define and implement improvement projects in how Philips supports People policies and processes.
• Provide training and guidance towards counterparts in Regional PPS Centers (onboarding new joiners and refresh training to existing SMEs) about the End2End process and the system in scope (ServiceNow and telephony).

You are a part of:

You are part of a global team of in total 26 People Information Systems Subject Matter Experts and Solution Specialists. This role is based in Bangalore or Chennai, India. You report into the Global People Technology and Digitization leader.

To succeed in this role, you should have the following skills and experience:

• 5 years of experience
• Expertise across HR service delivery processes, experience with end-to-end processes design and execution,
• Experience with working in projects,
• Experience with People IT systems - ServiceNow is a must,
• High affinity with People technology and solutions,
• Analytical and problems solving skills,
• Effective communication and influencing skills,
• Fluency in English and preferably other international languages.

In return, we offer you:

We offer you an exciting role in a rapidly growing Healthcare venture. You can expect challenges in a complex and international environment with the most up-to-date and advanced technologies. You will have plenty of opportunities to further develop your career within our company.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

Experience Level

Mid Level