HR Service Management Specialist

ACCOUNTABILITY

Ensure operational excellence and continuous improvement of HR services in ServiceNow HRSD focusing on service performance.

To check the quality and efficiency of our ServiceNow platform by conducting regular audits identifying areas for improvement and implementing best practices.

This role requires strong analytical skills attention to detail and a deep understanding of ServiceNow and Dashboard knowledge.

Service Performance & Monitoring

Own and maintain operational dashboards in ServiceNow HRSD for HR services.

Monitor service KPIs and SLAs ensuring alignment with agreed service levels.

Analyse data performance trends to identify root causes beyond agent performance (e.g. service design  knowledge gaps areas for improvement).

Service Delivery Assessment

Conduct regular health checks on HR services to ensure they meet business needs.

Drive continuous improvement initiatives based on performance insights and user feedback.

Collaborate with HR process owners and ServiceNow platform team to optimize workflows.

Able to track progress and submit timely reports and documentations.

Service Design & Governance

Partner with HR Product Owner and Service Owners to review and improve service design which is impacting the various KPI .

Validate that new or updated services include proper metrics escalation paths and knowledge assets.

Support change management for service enhancements.

Escalation & Quality Assurance

Conduct regular quality assurance audits of the ServiceNow platform to ensure compliance with internal standards and best practices.

Share daily report of key performance Indicators with Head of Global HR Operations and share escalation for operational issues impacting service delivery on weekly review meeting with GHRops LT.

Coordinate with team managers and QA resources to resolve systemic and processing issues to ensure Quality and timely delievery.

Stakeholder Engagement

Collaborate with ServiceNow Product Owner to share the requirements and implement enhancements related to ServiceNow Dashboard and Analytics.

Provide regular reporting and insights to HR leadership on service performance Monthly quarterly & Annual trends.

Act as a bridge between HR operations ServiceNow platform team and HR Product Owner.

Qualifications :

Skills & Competencies:

Strong understanding of Service Management practices (especially Service Operation and Continual Improvement).

Technical Expertise: Proficient in PowerBi Dashboard Excel.

Experience with driving operational improvement through data

Analytical mindset with ability to interpret data and drive actionable insights.

Strong stakeholder management and communication skills.

Data Integrity: Ability to ensure data accuracy and integrity.

Problem Solving: Skilled at identifying issues conducting root cause analysis and devising effective solutions.

Additional Information :

Personal qualities that will help you succeed in this role include:

self-motivated solution mindset attention to detail. A team player with ability to work independently with minimum supervision Flexible attitude in agile environment with frequently changing deadlines can be relied on to meet deadlines committed to both their work and personal development with a willingness to widen their experience including knowledge base and leadership skills. Good communication skills both written and verbal  

• The ability to build relationships and trust so your business colleagues see you as their partner focusing on creating value for the business.
• The ability to understand and navigate a complex relationship-based matrix organization to achieve key objectives.
• Being able to adopt a team-oriented approach to solving problems.
• Excellent communication and collaboration skills.

Welcome to our Support Organization 

In Rambolls Support Organization we take pride in keeping Ramboll running smoothly enabling bright minds throughout the organization to focus on their areas of expertise as we tie together all parts of the business. We provide support within areas like Finance HR IT Legal Communication Facility Management and more coordinating efforts and securing common ground for the development and servicing of clients and markets.  

Ramboll globally 

Ramboll is a leading engineering architecture and consultancy company. Working at one of our offices in 35 countries you will join more than 16000 fellow bright minds in creating innovative and sustainable solutions within Buildings Transport Energy Environment and Health Architecture Landscape and Urbanism Water and Management Consulting. Combining local experience with global knowledge we help shape the society of tomorrow. 

Alle your information will be kept confidential according to EEO guidelines.  

What we can offer you

• Investment in your development
• Leaders you can count on guided by our Leadership Principles
• Be valued for the unique person you are.
• Never be short of inspiration from colleagues clients and projects.
• The long-term thinking of a foundation-owned company

We offer:

• A challenging and interesting workday characterized by continuous learning in an environment where you have many to spar with and learn from.
• Opportunity to work with varied work tasks across the organization.
• Opportunity to develop and influence your own area of responsibility.

Work at the heart of sustainable change

Ramboll is a global architecture engineering and consultancy company. We believe that the purpose of sustainable change is to create a thriving world for both nature and people. So thats where we start and how we work. At Ramboll our core strength is our people and our history is rooted in a clear vision of how a responsible company should act. Being open and curious is a cornerstone of our culture. We embrace an inclusive mindset that looks for fresh diverse and innovative perspectives. We respect embrace and invite diversity in all forms to actively cultivate an environment where everyone can flourish and realize their full potential.

Ready to join us

Please submit your application. Be sure to include all relevant documents including your CV cover letter etc.

Thank you for taking the time to apply! We look forward to receiving your application.

Remote Work :

No

Employment Type :

Full-time