Manager, HR Service Technology & Enablement

Job Summary

The Manager, HR Service Technology & Enablement supports the effective operation, usability, and governance of global HR service delivery capabilities. This role focuses on day-to-day service operations, user experience improvements, and HR knowledge/content governance, with contributing involvement in GenAI enabled capabilities and ServiceNow HRSD platform evolution.

This is a hands-on, execution-oriented role that applies practical expertise to improve how employees and HR teams find information, resolve issues, and interact with HR services. The role works within established strategy, standards, and governance, contributing insights and improvements while partnering closely with senior leaders and cross-functional teams. The role is part of the team that delivers continuous improvements that elevate worker user experience.

The successful candidate for this role will be someone who can combine HR operational experience with technical and process acumen, contribute to transformation initiatives leveraging GenAI and automation, and foster collaboration in a global, virtual environment while maintaining a strong focus on innovation and measurable outcomes.

Key Responsibilities

Service Operations & User Experience

• Support the reliability and day-to-day effectiveness of HR service delivery tools (HRSD, Employee Center, Knowledge, Virtual Agent).
• Analyze service data, case trends, and feedback to identify operational pain points and experience gaps.
• Contribute to improvements in case routing, intake quality, knowledge findability, and resolution efficiency.
• Collaborate with operations teams to support SLA performance, backlog hygiene, and issue resolution.

HR Policy, Knowledge & Content Governance

• Support the creation, maintenance, and governance of HR knowledge and policy content.
• Apply established taxonomy, templates, metadata, and quality standards to ensure content is accurate, compliant, and easy to consume.
• Partner with HR COEs and policy owners to keep content current, clear, and aligned to global and regional requirements.
• Identify knowledge gaps driven by case trends and employee questions, and support remediation.

GenAI & Automation Enablement

• Contribute to the implementation and ongoing improvement of GenAI-assisted features (e.g., automation, Virtual Agent, guided help).
• Help assess GenAI outputs for accuracy, usefulness, and employee experience, escalating issues or improvement opportunities.
• Support content and experience readiness for GenAI use, ensuring AI-enabled services remain assistive, trustworthy, and well-governed.

Platform Administration & Continuous Improvement

• Support functional administration of ServiceNow HRSD and related capabilities (no coding required).
• Participate in configuration reviews, testing, and implementation support for enhancements driven by approved roadmaps.
• Contribute to process improvement initiatives, applying existing patterns and procedures to moderately complex problems.
• Provide input to product owners and senior managers on improvement opportunities and risks.

Core Responsibilities

• Execute and support improvements aligned to defined strategies and roadmaps.
• Participate on or lead small project workstreams.
• Analyze data and insights to recommend practical, implementable improvements.
• Collaborate across HR Operations, HR COEs, IT, and vendors in a global, matrixed model.
• Provide informal guidance to junior team members as needed.

Qualifications

• 3-5 years of experience in HR operations, HR service delivery, HR technology, or knowledge/content management.
• Functional experience with ServiceNow HRSD, Employee Center, or comparable case/knowledge platforms.
• Strong interest in employee experience, service quality, and operational effectiveness.
• Comfort working with data, trends, and metrics to support decision-making.
• Ability to work independently with minimal guidance, using established standards and procedures.

Preferred / Differentiating Experience

• Experience supporting knowledge governance, HR policy content, or service catalog content.
• Exposure to GenAI, chatbots, automation, or digital worker tools in an HR or service environment.
• Familiarity with HR systems such as Workday, SAP HCM, or payroll platforms.
• Experience working across global regions and time zones.