People Operations Team Lead

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

As a People Operations Team Lead, you will work closely with Global People Care Associates and Specialists, demonstrating ServiceNow leadership capabilities by supporting their day-to-day activities to maximize productivity and optimize partnerships. As a first line manager, liaison, and point of escalation, you will provide insight and feedback regarding challenges and opportunities to the regional Care or PEC Lead, helping to elevate the Global People Operations HR service and delivery team’s performance and capabilities. 

What you get to do in this role:

• Leverage strong understanding of Global People processes and regional nuances to lead, oversee, and balance assigned HR Case loads
• End to end performance management of team members; provide training to and support development for Associate and Specialist team members, ensuring their success.
• Monitor HR Case queues and dashboard views to ensure timely action and proactive backlog clean-up
• Foster and maintain productive partnerships with internal stakeholders and client groups
• Empowering employees to self-serve their HR policy and process needs by leveraging and promoting our internal knowledge base; partner with Centers of Excellence to ensure knowledge article quality and currency
• Provide subject matter expertise, leading process documentation and maintenance, as well as educating and enabling the business on Global People policies and processes 
• Uphold a high standard of data integrity in all systems and documents, ensuring accuracy of all data points 
• Perform audits and validations of HR Case transactions as required 
• Utilize operational knowledge and sound judgment to escalate issues or HR cases timely as necessary, capturing subject matter expertise and ensuring resolution against at-risk or breach of SLAs
• Provide feedback to Manager or regional Lead on experience and/or process improvement opportunities – identifying inconsistent, inefficient, and incongruent processes, policies, and practices to prevent and mitigate HR risk and compliance issues.
• Responsible for process optimization efforts to enhance efficiency, quality, productivity, and employee experience
• Foster a culture of innovation and continuous process improvement within Global People
• Be a part of various projects to enhance employee experience; provide User Acceptance Testing (UAT) support as required.
• Contribute to resume/CV and first-stage interview screening in the hiring process for new team members
• Collaborate with the regional Lead on impactful team initiatives and coordinate projects where applicable.
• Act as a backup for the regional Lead if required and provide support to other team members as needed
• Champion and promote change initiatives that impact the Global People Care team

To excel in this role, you should demonstrate the following:

• Living our values and leadership capabilities: you take a humble approach to learning, obsess over customer experience, consistently strive to foster empathy and inclusivity, and celebrate wins collectively.
• Excellent communication, interpersonal, and relationship-building skills with individuals at all organizational levels, both internally and externally.
• High adaptability, empathy, and strong problem-solving skills, with a proactive and positive approach to challenges
• Ability to navigate and understand both global and region-specific processes within the Global People Care team, enabling holistic problem-solving and process improvement
• A product mindset, envisioning and influencing outcomes-based solutions with the voice of the customer in mind
• Passion for creating exceptional employee experiences and a keen eye for detail and accuracy to ensure compliance.
• Leadership experience in achieving outcomes, either as an individual contributor or in a team lead role; this may require conflict resolution and coaching skills
• Strong sense of urgency, with the ability to manage complex requests, navigate time zones, and handle confidential hiring information
• Proficiency in managing escalations, making sound decisions, and resolving complex situations with a sense of composure
• Proven ability to work collaboratively in ambiguous situations, driving process compliance
• Process-driven mindset, with a focus on efficiency improvement and a quick grasp of relevant business processes and systems

Qualifications

Required Qualifications:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 5+ years’ previous experience working in an HR operations or centralized customer service support role supporting global client groups
• 5-8 years’ stakeholder and team management experience
• Extensive experience in process optimization in operations
• Strong process support skills and knowledge of Human Resources tools and technology
• Proficiency in MS Excel, PowerPoint and hands-on data analysis

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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