The ServiceNow Specialist is the digital backbone of People Services, Payroll & Operations (PSP&O). This role ensures that the global service platform (ServiceNow or equivalent) is optimised, user-friendly, and aligned to PSP&O’s ambition of delivering digital, streamlined, and compliant services worldwide. By designing workflows, driving automation, and managing integrations, the ServiceNow Specialist connects technology with the colleague experience, enabling PSP&O to scale services consistently and efficiently across all regions.
WHAT YOU’LL DO
Platform Management
- Own and manage ServiceNow platform configurations for PSP&O.
- Maintain system performance, upgrades, and ongoing optimisation.
- Ensure global consistency in workflows, forms, and data models.
Workflow & Automation
- Design, build, and optimise workflows that simplify and accelerate service delivery.
- Drive Tier 0 self-service through chatbots, automated workflows, and knowledge articles.
- Partner with People Services and Payroll teams to digitalise and reduce manual processes.
Integrations & Data
- Integrate ServiceNow with Payroll, HRIS, Finance, and IT systems.
- Safeguard accurate, secure, and compliant data flows.
- Align reporting and analytics functions with Insight & Analytics Specialists.
Colleague Experience
- Ensure a colleague-first interface that is intuitive, accessible, and global.
- Gather feedback from users and service agents to improve continuously.
- Balance global standards with regional/local requirements where needed.
Governance & Compliance
- Ensure ServiceNow design complies with audit, security, and regulatory requirements.
- Maintain full documentation of workflows, integrations, and platform changes.
- Act as subject matter expert (SME) for ServiceNow in PSP&O transformation projects.
WHO YOU ARE
We are looking for people with:
- Strong technical expertise in ServiceNow (ITSM/HRSD) or similar enterprise service management platforms.
- Proven experience in workflow automation, service portal design, and system integrations.
- Familiarity with HR, Payroll, or Shared Services operations and processes.
- Strong problem-solving and system design skills with attention to scalability.
- Understanding of data governance, information security, and compliance requirements.
- Hands-on experience building dashboards, workflows, and case-routing automations.
- Ability to translate business needs into digital platform solutions.
- Strong stakeholder management skills across IT, HR, Payroll, and Finance.
- Collaborative, detail-oriented, and proactive in driving continuous improvement.
- Degree in IT, Information Systems, HR Tech, or equivalent; ServiceNow certifications highly desirable.
Expected Outputs:
- ServiceNow platform stable, scalable, and compliant.
- Automated workflows embedded, reducing manual work and error rates.
- A unified and colleague-friendly global service portal live.
- Secure integrations with HRIS, Payroll, and Finance in place.
- Knowledge base and self-service content available globally.