HR Operations Manager - ServiceNow Portal

USA-PA Remote

The Opportunity:

Avantor is seeking a knowledgeable and experienced HR Operations Manager - ServiceNow Portal specializing in ServiceNow to lead the development, implementation, and management of our knowledge management and self-service portal initiatives. This role will play a critical part in optimizing employee and customer experiences through efficient access to information and resources. This position will lead the design, build, and launch of a global employee portal as tier zero to an HR service center. You will be at the forefront of implementing cutting-edge HR technology solutions that enhance operational efficiencies and employee satisfaction. Your contributions will directly impact the success of the HR Transformation objectives, aligning HR technologies with business goals to foster a high-performance culture.

This is a full-time, remote position.

What we’re looking for  

  • Education: Bachelor’s degree in information technology, Computer Science, Business Admin, or related field. 

  • Experience: Proven experience (5 years) in knowledge management, particularly within the ServiceNow platform. 

  • Strong understanding of IT service management (ITSM) and HR service delivery (HRSD) principles

  • Expertise in designing and implementing knowledge management strategies and solutions.

  • Proficiency in ServiceNow administration and configuration, with specific emphasis on Knowledge Management and Service Portal modules.

  • Excellent communication skills with the ability to collaborate effectively across teams and present ideas to business partners.

  • Analytical mindset with ability to leverage data-driven insights to optimize knowledge management processes.

  • Project management skills with the ability to prioritize tasks, manage timelines, and deliver results.

  • Knowledge: 

    • ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ServiceNow Knowledge Management. 

    • Experience working in large-scale organization with complex IT infrastructure  

    • Familiar with Workday and integrations with internal systems, including ServiceNow, Microsoft and external vendors.  

  • Skills: 

    • Customer Focused: ability to draw from a VOC (voice of the customer) and have the hands on the pulse of our associates to build a portal that meets their needs.  

    • Communication: Excellent verbal and written communication skills to effectively convey information to diverse audiences, including senior management, business partners, and employees. 

    • Problem-Solving and Decision-Making: Ability to analyze complex issues, identify root causes, and implement effective solutions to ensure accuracy and compliance. 

    • Project Management: Proficiency in project management methodologies to lead payroll system implementations, process improvements, and other payroll-related projects. 

    • Analytical Skills: Strong analytical skills to interpret payroll data, generate insights, and make data-driven decisions to optimize payroll operations. 

    • Attention to Detail: Meticulous attention to detail to ensure Knowledge content and strategy fulfill the needs of …

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