People Operations Specialist

ServiceNow • West Palm Beach, FL

7h • Hybrid

About The Position

ServiceNow, founded in San Diego in 2004 by Fred Luddy, is a global market leader in AI-enhanced technology, serving over 8,100 customers, including 85% of the Fortune 500®. The company's intelligent cloud-based platform connects people, systems, and processes to enable smarter, faster work. ServiceNow emphasizes innovation, employee well-being, and an inclusive environment, being recognized as one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™. The Global People Care team at ServiceNow aims to enhance the employee experience by utilizing the company's own technology to provide support to employees and managers across 27 countries. This team partners with HR Business Partners and Centers of Excellence to deliver effective cross-functional support, continuously evolving its service delivery based on employee interactions. As a People Operations Specialist, you will be instrumental in supporting and streamlining the global employee journey, building rapport, providing timely information on Global People processes and policies, and elevating the HR service and delivery capabilities of Global People Operations.

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

Benefits

• one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™
• committed to creating an inclusive environment where all voices are heard, valued, and respected.
• We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role.
• We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
• We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees