Manager, HR Service Technology & Enablement
Bristol Myers Squibb
June 27, 2026
Remote friendly (Tampa, FL)
United States
Human Resources
Responsibilities:
- Support day-to-day reliability and effectiveness of HR service delivery tools (HRSD, Employee Center, Knowledge, Virtual Agent).
- Analyze service data, case trends, and feedback to identify operational pain points and experience gaps.
- Improve case routing, intake quality, knowledge findability, and resolution efficiency; support SLA performance and backlog hygiene.
- Create, maintain, and govern HR knowledge and policy content using taxonomy, templates, metadata, and quality standards.
- Partner with HR COEs/policy owners to keep content current, clear, and aligned to global/regional requirements; identify and remediate knowledge gaps.
- Contribute to GenAI-assisted features (automation, Virtual Agent, guided help); assess outputs for accuracy/usefulness/UX and support readiness/governance.
- Administer ServiceNow HRSD (no coding), support testing/configuration for roadmap-driven enhancements, and contribute to moderately complex process improvements.
- Execute improvements aligned to strategies/roadmaps; participate/lead small workstreams; analyze data to recommend implementable improvements; collaborate globally across HR Ops, COEs, IT, and vendors.
Required qualifications/skills:
- 3–5 years in HR operations, HR service delivery, HR technology, or knowledge/content management.
- Functional experience with ServiceNow HRSD/Employee Center or comparable platforms.
- Strong employee-experience, service quality, and operational effectiveness focus.
- Comfortable using data/trends/metrics for decisions; independent work with minimal guidance.
Preferred:
- Knowledge governance/HR policy or service catalog support.
- Exposure to GenAI/chatbots/automation/digital worker tools.
- Familiarity with Workday, SAP HCM, or payroll platforms; global/time-zone experience.
Compensation/benefits (as stated):
- Tampa, FL (US): $84,320–$102,176.
- Benefits include medical/dental/vision; wellbeing support; 401(k), disability, life insurance, and other listed protections; paid time off (flexible time off or vacation/holidays by location/employment type).
Application instruction:
- If it doesn’t perfectly match your resume, apply anyway.
- Support day-to-day reliability and effectiveness of HR service delivery tools (HRSD, Employee Center, Knowledge, Virtual Agent).
- Analyze service data, case trends, and feedback to identify operational pain points and experience gaps.
- Improve case routing, intake quality, knowledge findability, and resolution efficiency; support SLA performance and backlog hygiene.
- Create, maintain, and govern HR knowledge and policy content using taxonomy, templates, metadata, and quality standards.
- Partner with HR COEs/policy owners to keep content current, clear, and aligned to global/regional requirements; identify and remediate knowledge gaps.
- Contribute to GenAI-assisted features (automation, Virtual Agent, guided help); assess outputs for accuracy/usefulness/UX and support readiness/governance.
- Administer ServiceNow HRSD (no coding), support testing/configuration for roadmap-driven enhancements, and contribute to moderately complex process improvements.
- Execute improvements aligned to strategies/roadmaps; participate/lead small workstreams; analyze data to recommend implementable improvements; collaborate globally across HR Ops, COEs, IT, and vendors.
Required qualifications/skills:
- 3–5 years in HR operations, HR service delivery, HR technology, or knowledge/content management.
- Functional experience with ServiceNow HRSD/Employee Center or comparable platforms.
- Strong employee-experience, service quality, and operational effectiveness focus.
- Comfortable using data/trends/metrics for decisions; independent work with minimal guidance.
Preferred:
- Knowledge governance/HR policy or service catalog support.
- Exposure to GenAI/chatbots/automation/digital worker tools.
- Familiarity with Workday, SAP HCM, or payroll platforms; global/time-zone experience.
Compensation/benefits (as stated):
- Tampa, FL (US): $84,320–$102,176.
- Benefits include medical/dental/vision; wellbeing support; 401(k), disability, life insurance, and other listed protections; paid time off (flexible time off or vacation/holidays by location/employment type).
Application instruction:
- If it doesn’t perfectly match your resume, apply anyway.