ACCOUNTABILITY•Ensure operational excellence and continuous improvement of HR services in ServiceNow HRSD, focusing on service performance.•To check the quality and efficiency of our ServiceNow platform by conducting regular audits, identifying areas for improvement, and implementing best practices.•This role requires strong analytical skills, attention to detail, and a deep understanding of ServiceNow and Dashboard knowledge.Service Performance &amp; Monitoring•Own and maintain operational dashboards in ServiceNow HRSD for HR services.•Monitor service KPIs and SLAs, ensuring alignment with agreed service levels.•Analyse data performance trends to identify root causes beyond agent performance (e.g., service design,  knowledge gaps, areas for improvement).Service Delivery Assessment•Conduct regular health checks on HR services to ensure they meet business needs.•Drive continuous improvement initiatives based on performance insights and user feedback.•Collaborate with HR process owners and ServiceNow platform team to optimize workflows.•Able to track progress and submit timely reports and documentations.Service Design &amp; Governance•Partner with HR Product Owner and Service Owners to review and improve service design which is impacting the various KPI .•Validate that new or updated services include proper metrics, escalation paths, and knowledge assets.•Support change management for service enhancements.Escalation &amp; Quality Assurance•Conduct regular quality assurance audits of the ServiceNow platform to ensure compliance with internal standards and best practices.•Share daily report of key performance Indicators with Head of Global HR Operations and share escalation for operational issues impacting service delivery on weekly review meeting with GHRops LT.•Coordinate with team managers and QA resources to resolve systemic and processing issues to ensure Quality and timely delievery.Stakeholder Engagement•Collaborate with ServiceNow Product Owner to share the requirements and implement enhancements related to ServiceNow Dashboard and Analytics.•Provide regular reporting and insights to HR leadership on service performance – Monthly , quarterly &amp; Annual trends.•Act as a bridge between HR operations, ServiceNow platform team, and HR Product Owner.

Ramboll has launched its management consulting division in the US with a focus on delivering sustainable solutions to our clients, driven by science, engineering, and economics.
Ramboll, a global consulting and engineering firm based in Denmark, delivers a broad range of sustainability consulting services and solutions in the environment &amp; health, water, energy, and manufacturing markets. We serve corporate clients that are mid-size to global players in manufacturing, utilities, private equity, financial services, and real estate. Our clients seek Ramboll&rsquo;s guidance and leadership in decarbonization, transitioning to a low-carbon economy, and developing sustainable, resilient business models.
Fast facts about Ramboll:
<ul>
<li>16,500 employees worldwide</li>
<li>300 offices across 35 countries</li>
<li>1.899 billion Euros in Revenue</li>
<li>6 Markets: Buildings, Transport, Energy, Environment &amp; Health, Water and Management Consulting</li>
</ul>

HR Service Management Senior Specialist

ACCOUNTABILITY•Ensure operational excellence and continuous improvement of HR services in ServiceNow HRSD, focusing on service performance.•To check the quality and efficiency of our ServiceNow platform by conducting regular audits, identifying areas for improvement, and implementing best practices.•This role requires strong analytical skills, attention to detail, and a deep understanding of ServiceNow and Dashboard knowledge.Service Performance &amp; Monitoring•Own and maintain operational dashboards in ServiceNow HRSD for HR services.•Monitor service KPIs and SLAs, ensuring alignment with agreed service levels.•Analyse data performance trends to identify root causes beyond agent performance (e.g., service design,&nbsp; knowledge gaps, areas for&nbsp;improvement).Service Delivery Assessment•Conduct regular health checks on HR services to ensure they meet business needs.•Drive continuous improvement initiatives based on performance insights and user feedback.•Collaborate with HR process owners and ServiceNow platform team to optimize workflows.•Able to track progress and submit timely reports and documentations.Service Design &amp; Governance•Partner with HR Product Owner and Service Owners to review and improve service design which is impacting the various KPI .•Validate that new or updated services include proper metrics, escalation paths, and knowledge assets.•Support change management for service enhancements.Escalation &amp; Quality Assurance•Conduct regular quality assurance audits of the ServiceNow platform to ensure compliance with internal&nbsp;standards and best practices.•Share&nbsp;daily report&nbsp;of key performance Indicators with Head of Global&nbsp;HR&nbsp;Operations and share escalation for operational issues impacting service delivery on weekly review meeting with GHRops LT.•Coordinate with team managers and QA resources to resolve systemic and processing issues to ensure Quality and timely delievery.Stakeholder Engagement•Collaborate with ServiceNow Product Owner&nbsp;to share the requirements&nbsp;and implement enhancements&nbsp;related to ServiceNow Dashboard and Analytics.•Provide regular reporting and insights to HR leadership on service performance – Monthly , quarterly &amp; Annual trends.•Act as a bridge between HR operations, ServiceNow platform team, and HR Product Owner.

HR Service Management Senior Specialist

About the Job

About the Company

Ramboll Management Consulting

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