Job Title

Hybrid - 2 days a week onsite.Address:RMZ Ecoworld, Bhoganahalli Village, Bengaluru, Karnataka 560103What you’ll be doingProcess Excellence & Continuous ImprovementAnalyze existing workflows and identify opportunities to streamline operations, reduce cycle times, and improve service quality.Establish and promote standardized best practices, process governance, and cross-functional collaboration.Partner with functional teams (HR, Finance, IT, etc.) to develop and implement best-in-class processes and governance.ServiceNow Process Management & AutomationSystem Configuration: Design, develop and configure ServiceNow HRSD to automate manual work and optimize workflows specifically for the Shared Services team Portal & AI Integration: Design and develop the self-service portal and lead the integration of AI-powered chatbots to facilitate case routing, knowledge retrieval and agent supportWorkflow Analytics: Analyze and build ServiceNow process workflows, dashboards, and performance analytics to track KPIs and improve service levels Ensure ServiceNow internal process documentation is up to date and aligned with business needs.Technical Troubleshooting & PartnershipIssue Resolution & System Support: Troubleshoot complex issues reported by stakeholders and end-users to ensure seamless service deliveryTDI Collaboration on Enhancements: Partner closely with TDI (Technology, Data & Information) team to identify, track and fix system bugs and technical blockers End-to-End Rollout Management: Support the rollout of new system enhancements by the leader User Acceptance Testing (UAT) and provide dedicated hypercare support to ensure stability post-launch Stakeholder Collaboration & Change ManagementEngage with business stakeholders to define requirements for digital self-service capabilities and enhanced customer experiences.Drive adoption of new tools and processes through effective change management, training, and communication strategies.Act as a liaison between Shared Services, IT, and external vendors for ServiceNow and chatbot enhancements.Governance, Compliance & Knowledge ManagementEnsure all process and service documentation is maintained and aligned with compliance requirements.Champion knowledge management by enabling content curation, lifecycle management, and chatbot integration for easy access to FAQs and SOPs.SkillsWhat you’ll bring to the roleExperience:4+ years of experience in Shared Services, Process Improvement, or Business Operations with at least 2 years in a leadership or senior specialist role. [or 4+ years with a Master’s degree]Technical Skills:Deep hands-on experience with ServiceNow (e.g., HRSD, ITSM) including portal design, workflow configuration and knowledge management.Demonstrated experience in designing AI-powered self-service portals and integrating chatbots (e.g., ServiceNow Virtual Agent, or third-party tools).Familiarity with natural language processing (NLP) concepts and chatbot training methodologies.Proficiency in data visualization and reporting tools such as ServiceNow Performance Analytics.