Manager, HR Service Technology & Enablement

Position Responsibilities
Service Operations & User Experience
- Support reliability/day-to-day effectiveness of HR service tools (HRSD, Employee Center, Knowledge, Virtual Agent).
- Analyze service data, case trends, and feedback to identify pain points and experience gaps.
- Improve case routing, intake quality, knowledge findability, and resolution efficiency.
- Support SLA performance, backlog hygiene, and issue resolution.

HR Policy, Knowledge & Content Governance
- Create, maintain, and govern HR knowledge and policy content.
- Use taxonomy/templates/metadata/quality standards for accurate, compliant, easy-to-consume content.
- Partner with HR COEs and policy owners to keep content current and aligned to global/regional requirements.
- Identify knowledge gaps from case trends and support remediation.

GenAI & Automation Enablement
- Implement and continuously improve GenAI-assisted features (automation, Virtual Agent, guided help).
- Assess GenAI outputs for accuracy, usefulness, and employee experience; escalate issues.
- Ensure AI-enabled services are assistive, trustworthy, and well-governed.

Platform Administration & Continuous Improvement
- Administer ServiceNow HRSD and related capabilities (no coding).
- Support configuration reviews, testing, and roadmap-driven enhancements.
- Drive process improvement for moderately complex issues; advise product owners/senior managers.

Core Responsibilities
- Execute improvements aligned to strategies/roadmaps; participate/lead small workstreams.
- Recommend practical improvements using data/insights.
- Collaborate across HR Ops, HR COEs, IT, and vendors (global, matrixed).
- Provide informal guidance to junior team members as needed.

Required Qualifications & Experience
- 3–5 years in HR operations, HR service delivery, HR technology, or knowledge/content management.
- ServiceNow HRSD, Employee Center, or comparable case/knowledge platform experience.
- Strong interest in employee experience, service quality, and operational effectiveness.
- Comfortable using data, trends, and metrics.
- Independent with minimal guidance.

Preferred Experience
- Knowledge governance/HR policy/service catalog support.
- Exposure to GenAI/chatbots/automation/digital worker tools in an HR/service environment.
- Familiarity with Workday, SAP HCM, or payroll platforms.
- Experience across global regions/time zones.

Compensation Overview (Tampa, FL, US)
- $84,320–$102,176 (base, FTE). Additional incentive (eligibility-based).