People Operations Specialist

ServiceNow•West Palm Beach, FL

20h•Hybrid

About The Position

Our Global People Care team makes the world of work, work better for our employees. Using our own technology, we deliver an engaging employee experience, providing support to employees and managers across 27 countries. Partnering closely with our HR Business Partners and Centers of Excellence we create a strong and effective cross-functional team. We learn from our employees’ interactions with us, and constantly evolve and enhance our service delivery. As a People Operations Specialist, you will play a crucial role in supporting and streamlining the employee journey on a global scale. You will build rapport, research and provide timely information about Global People processes and policies in the moments that matter, and help elevate the Global People Operations HR service and delivery capabilities.

Requirements

Living our values: you take a humble approach to learning, obsess over customer experience, consistently strive to foster empathy and inclusivity, and celebrate wins collectively.
High emotional intelligence (EQ) and excellent interpersonal skills – we promote proactive, positive, and professional interactions always.
Ability to thrive in dynamic, diverse business environments
Ability to independently and successfully organize tasks and manage time
Ability to shift priorities as needed – able to stay calm under pressure and apply independent problem-solving skills to find solutions when situations don’t go as planned
Outstanding attention to detail and accuracy
Ability to work collaboratively – finding common ground and goals including in times of ambiguity
Ability to think ahead: independently anticipate and troubleshoot bottlenecks, manage escalations, and remove obstacles before they become a problem
A strong sense of urgency – you can react and follow through with appropriate levels of urgency to situations and events that are time sensitive
Able to deal with complex requests – e.g., managing different time zones, conflicting schedules
Ability to quickly acquire an understanding of relevant businesses policies, procedures, and systems
Ability to quickly and efficiently research, identify and summarize relevant information
Identify gaps in knowledge or supporting policies and proactively communicate improvement opportunities for employee resources
Availability to work in shifts
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
2-4 years of previous experience working in an HR operations or centralized customer service support role supporting global client groups
Strong process support skills and knowledge of Human Resource tools and technology
Experience working in a fast-paced, dynamic environment, including in support of Centers of Excellence
Bachelor’s / Post Graduation degree or equivalent experience

Responsibilities

Build and nurture productive partnerships with Centers of Excellence, HR Business Partners, employees, and managers
Effectively prioritize and manage Tier 1 and 2 HR cases across time zones and teams to ensure SLA adherence – utilizing our innovative employee portal and live agent system to always ensure the highest quality service and seamless customer experiences
Execute Global People Product-aligned processes with a focus on enhancing the employee experience. These processes may include creating offer letters and contracts, processing employee data, providing program and policy information, supporting employee learning platforms, and/or supporting Live Agent chat services
Utilize operational knowledge and sound judgment to escalate issues or HR cases timely as necessary, capturing subject matter expertise and ensuring resolution against at-risk or breach of SLAs
Empowering employees to self-serve their HR policy and process needs by leveraging and promoting our internal knowledge base.
Uphold a high standard of data integrity in all systems and documents, ensuring accuracy of all data points
Perform audits and validations of HR Case transactions as required
Provide feedback to Team Lead and/or Manager on experience and/or process improvement opportunities – identifying inconsistent, inefficient, and incongruent processes, policies, and practices to prevent and mitigate HR risk and compliance issues.
Provide project and User Acceptance Testing (UAT) support as required
Developing and maintaining Standard Operating Procedure documents and response templates to streamline Care services and support functions