The ServiceNow Techno-Functional Analyst will support the design, prototype, implement, test, and deploy technical solutions within ServiceNow. This role also maintains the SSC community in their proper group assignments, skills, and roles respectively. Manages the global HR service provider portfolio from a day-to-day operational perspective, including day-to-day interactions, data, incident, and issue resolution between HR and Vendors /3rd party systems.

Key Deliverables

Understand HR Security business processes and translate them into ServiceNow data, workflows and reportingHandles specific HR service delivery process and functionalities in the front-end and backend of ServiceNow case knowledge and portal.Run and deliver reports for KPIs in the HR Shared Service CenterManage security roles, group assignments and skills for members in the Shared Service CenterAssist with request intake and working with core business stakeholders for routine enhancement requests or defects.Design, develop, troubleshoot, debug, and deploy technical solutions.Support release management, review release summaries, and release readiness documents as needed.Assists HRSD Tech Team with backlog management and design workshops.Performs testing preview to ServiceNow upgrades, enhancements and new implementationsWorking with the vendor to ensure requirements effectively support the development and execution of test plans, including test case scenarios.Performs testing as needed in different tenants using test artifacts according to established methodologies and documenting evidence.Translating requirements into design documentation, including, but not limited to, workflows and detailed requirements documents.Support translations needs for HR systems, making sure the content is validated and understandable according to local languages.Contribute to change management and training effortsEscalate vendor incidents/outage/issues to appropriate CoE owning vendor relationship, as neededKnowledge of vendor Service Level AgreementsManage vendor invoice processing as necessary

Desired behaviors and attributes:

Effective vendor and partner collaborationAbility to identify and diagnose complex issuesAbility to manage multiple stakeholdersResourcefulness and ability to find answers quicklyThorough with responses to inquiries and issuesExcellent organizational skillsStrong attention to detailStrong customer service focusStrong communication skillsHighly knowledgeable in ServiceNow platformSkilled in facilitating workshops, gathering user requirements and confirming stakeholder sign-offCapable of managing stakeholder expectations effectively in terms of adherence to standards and delivery dates.Skilled in standard analysis and design techniques such as workflow modeling, use case design, entity relationship diagramsSkilled with process optimization techniques such as Failure Mode Effect Analysis and Value Stream Mapping

Knowledge, Skills, and Requirements:

Bachelor's degree in HR, Administration or Computer Science, or a related field3+ years of experience in HR Shared Services or HR OperationsKnowledge of HR policies, benefits, payroll, and other HR-related mattersExperience with the ServiceNow platform and the HRSD moduleStrong analytical and problem-solving skillsExcellent written and verbal communication skills in EnglishAbility to work independently and as part of a teamStrong organizational skills and attention to detailAbility to interact effectively with HRBPs and other stakeholdersProven time management skills, and a strong sense of urgencyAbility to quickly comprehend requirements and carry out transactions under set standardsAbility to establish effective professional working relationshipsProblem-solving skills and a customer service orientationAble to run reports, conduct audits and interpret data to conduct analysisConsistent exercise of judgment and escalation as necessary to resolve problemsStrong work ethic, integrity and personal accountabilityHighly proficient in the use of applicable HR technology and MS Office, especially MS Excel and MS PowerPointPossessing the ServiceNow System Admin certification is essential, as it demonstrates a foundational understanding of the platform, enabling the analyst to support and maintain the HRSD application effectively.​

We are an equal opportunity employer and value diversity at our company. Ingredion seeks to provide a work environment that is free from harassment and discrimination. We will not tolerate any form of discrimination based on race, color, religion, age, gender, gender identity, gender expression, national origin, ancestry, handicap or disability—mental or physical—marital status, sexual orientation, veteran status, disability resulting from military service, or any other classification protected by law (“protected classifications”). We are committed to establishing and maintaining a work environment where everyone is treated with dignity and respect.

Relocation Available:

No