[Hiring] Specialist, Service Management @Pearson

Role Description

In this role, you will be responsible for the daily administration, configuration, and support of our ServiceNow platform, with a specific focus on our HR Service Delivery (HRSD) module. This role involves a mix of administrative tasks, development of new functionalities, and collaboration with various business stakeholders to ensure the platform effectively supports our HR operations.

Key Responsibilities

• System Administration & Maintenance:
  • Facilitate and execute User Acceptance Testing (UAT) and Production Validation for biannual ServiceNow version updates.
  • Perform testing of newly deployed functionalities to ensure they meet business requirements and are free of defects.
  • Monitor and manage issues raised by HR Operations, working to resolve them in a timely manner.
  • Coordinate with external teams to implement fixes and new features, such as coordinating with Service Management Platform for Automated Test Frameworks (ATF) to reduce manual testing.
  • Maintain and update important company lists, such as the VIP list, by comparing data from different systems (e.g., Fusion Master Active Report and SNow User Profile Report).
  • Manage the ownership and configuration of various ServiceNow assets, including Knowledge Management components such as User Criteria and HR Criteria setup, assignment groups, and key dashboards for HR Operations and Knowledge Management.
  • Create and maintain system-related knowledge articles.
  • Maintain historical files such as HR Taxonomy, List of HR Services, List of Users with cross country access, etc.
• Development & Implementation:
  • Develop new functionalities for HR Operations to improve efficiency and user experience.
  • Facilitate the rollout of new functionalities for HR, ensuring a smooth transition for users.
  • Participate in regular ServiceNow development grooming calls to represent HR and discuss new stories.
  • Assist with UAT and production validation for ongoing projects, such as the Onboarding, Lifecycle Events, and Offboarding projects within HRSD.
• Reporting & Analytics:
  • Create and distribute monthly reports, including the Monthly Content Hits Report and the Monthly HR Knowledge Base (KB) Feedback Report, to inform the Knowledge Management team of key metrics.
  • Analyze and present data from the QnA Log to identify trends and areas for improvement.
  • Update progress on various metrics for projects.
• Stakeholder Collaboration & Communication:
  • Attend and represent the team in various meetings, including the HRSD Monthly check-in, Knowledge Management Forum, and myHelp Governance Board.
  • Act as a point of contact for the GPC team regarding requests for ServiceNow checklists and HR case usage.
  • Communicate with stakeholders including employees, HR agents, and senior leadership regarding the status of issues and projects.

Qualifications

• Proven 5-years' experience as a ServiceNow Administrator, with specific experience in HR Service Delivery (HRSD) highly preferred.
• Strong understanding of ServiceNow modules, functionalities, and best practices.
• Experience with UAT and quality assurance processes.
• Proficiency in creating reports, dashboards, and analyzing data to provide actionable insights.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders.
• Strong problem-solving skills and a proactive approach to identifying and resolving issues.
• Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.
• Knowledge and experience in implementing and optimizing AI Summary functionality for Knowledge Articles.