ID
#46046057
Job type
Permanent
Salary
$100,000 - $140,000
Source
Graphic Packaging International
Date
2022-09-09
Deadline
2022-11-07

HR ServiceNow Product & Knowledge Manager

Georgia, Atlanta, 30328

Permanent

Vacancy expired!

HR ServiceNow Product & Knowledge Manager

Graphic Packaging International (GPI) is embarking on a journey to transform HR and improve how we deliver services to our most valued asset – our employees. The ServiceNow Product & Knowledge Manager will be responsible for ensuring that the HR service management platform meets business objectives by increasing process efficiency, employee adoption and usage globally. The candidate will lead projects to add additional HR services in ServiceNow and is also responsible for the content management function working with key HR and operational stakeholders.

Responsibilities:

Act as the Product Owner for Human Resources Case Management, Knowledge Management and Employee Center in ServiceNow, collaborating with relevant stakeholders and customers to understand and anticipate their needs and translate them into product requirements (including reporting and analytics)
Gather all business requirements for enhancements, defects, and ad hoc requests and create user stories for developers. Conduct and sign off on user acceptance testing with stakeholders and remain in constant communication with stakeholders concerning the status of in-progress work.
Partner with HR, IT, and our implementation partner to advise on development priorities
Act as the HR functional lead on ServiceNow upgrades, including reviewing and testing new features, impact analysis and prioritizing enhancements for HR configuration and maintenance.
Develop and deliver training to our customers and HR Agents on the HR ServiceNow features and functionality.
Stay abreast of ServiceNow features/capabilities through ServiceNow training, SNUGs, webinars, etc.

Knowledge Management:

Manage site content ensuring pages are organized, appear professional and provide workflow capabilities that support Organization mission and goals
Perform administrative functions for HR knowledge bases like defining categories, pinning important articles, and approving changes to articles.
Partner with HR, IT and Payroll to develop, maintain and deliver knowledge articles and information and ensure content remains fresh and relevant
Manage campaigns that are available to target audiences in the Employee Center
Lead, coach, and mentor content editors. Ensure stakeholders are informed, engaged, and involved at all relevant stages of Knowledge Management
Make recommendations for new content development based on data and analytics such as user feedback ratings, search results feedback, views and case resolutions
Partner closely with SMEs to drive consistency throughout the process of publishing, tagging, and placing of content.
Contribute to established SLA metrics and general site health to drive customer self-service resolutions

REQUIRED SKILLS & QUALIFICATIONS:

BA or BS Degree in Business Administration, Information Systems, or other degrees with equivalent experience
A minimum of 2 years of ServiceNow experience
Strong devotion to customer service and technical excellence
Proficiency with MS Office Suite
An energetic individual who can meet the challenges of a fast-paced environment, with the comfort and skill to quickly change priorities to meet the needs of the business
Strong interpersonal and problem-solving skills with ability to build relationships and influence across broad range of stakeholders, including senior executives
knowledge of current and emerging technology and process innovation practices, including Agile methodologies
Exceptional attention and focus on continuous improvement to deliver a simple, streamlined employee experience

PREFERRED QUALIFICATIONS:

Familiarity with Knowledge Management or similar collaborative processes

Vacancy expired!

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