People Operations Specialist (ServiceNow Automation)

• Design and develop self-service portal on ServiceNow, enabling intuitive access to services and information (include knowledge management)
• Lead the integration of AI-powered chatbots within the portal to facilitate intelligent case routing, knowledge retrieval, and user support.
• Design and build ServiceNow process workflows and analyze workflows to streamline operations, reduce handoffs, and improve service levels across HR
• Design and build SNOW dashboards, and performance analytics to track KPIs, SLAs, and service trends.
• Ensure ServiceNow internal process documentation is up to date and aligned with business needs.

• Analyze existing workflows and identify opportunities to streamline operations, reduce cycle times, and improve service quality.
• Establish and promote standardized best practices, process governance, and cross-functional collaboration.
• Partner with functional teams (HR, Finance, IT, etc.) to develop and implement best-in-class processes and governance.

• Engage with business stakeholders to define requirements for digital self-service capabilities and enhanced customer experiences.
• Drive adoption of new tools and processes through effective change management, training, and communication strategies.
• Act as a liaison between Shared Services, IT, and external vendors for ServiceNow and chatbot enhancements.

• Ensure all process and service documentation is maintained and aligned with compliance requirements.
• Champion knowledge management by enabling content curation, lifecycle management, and chatbot integration for easy access to FAQs and SOPs.
  
  

• Deep hands-on experience with ServiceNow (e.g., HRSD, ITSM) including portal design and workflow configuration.
• Demonstrated experience in designing AI-powered self-service portals and integrating chatbots (e.g., ServiceNow Virtual Agent, or third-party tools).
• Familiarity with natural language processing (NLP) concepts and chatbot training methodologies.
• Proficiency in data visualization and reporting tools such as ServiceNow Performance Analytics.

• Strategic and Operational Thinking
• Process Optimization & Automation
• Change Leadership
• Data-Driven Decision Making
• Cross-Functional Collaboration

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