Supporting operational efficiency and employee experiences in HR by proactively staying abreast of and adopting new technologies.
Responsibilities
* Cross‑coordination of ServiceNow and HR technology system tasks, ticket management, incident triage.
* Collaborate with functional and technical staff on the resolution of issues, process changes, and change management.
* Advise and help maintain all procedural documentation and tickets handling map.
* Maintain functional and technical expertise to support the Workday Support team, including monitoring tickets to investigate, re‑assign or resolve requests and incidents related to HR systems and operations.
* Deliver high‑quality customer service to ensure needs are met.
* Develop and maintain HR system‑related sites, job aids, reference materials, process documentation; develop and deliver training content.
* Propose process or system improvements, streamlining or simplifications.
* Support operational system setup tasks and selected transactions.
* Coordinate data audit, reporting, and UAT/testing tasks and activities, including ad hoc configuration changes, peer reviews, project support, and mass transactions.
* Provide full‑service transactional support to senior level management.
* Maintain operational knowledge of LMS workflow, including intake, course/curriculum management, roster and reporting updates.
* Find opportunities to extend LMS access based on customer's training needs, role, and responsibilities.
* Support attendance management activities, including instructor/assessor training and attendance follow‑up.
* Advise system setups that address customer needs and assess SLA delivery against setup requirements.
* Maintain and improve intake process to be intuitive, thorough, and easy to use.
* Educate and guide privileged system users on best practices for data accuracy and integrity, including proper transactional handling, alignment to HR compliance narrative, and proactive prevention of errors or inconsistencies.
* Run periodic audits and identify opportunities for audit to validation conversions.
* Monitor audit activities transitioned to managed services teams.
* Facilitate introductory and overview sessions and ad‑hoc requests from HR teams for high‑level transactional and setup overviews.
* Coordinate the new privileged user manager intake meeting, identify proper role assignments and suggest training plan adjustments as needed.
* Scan, evaluate, and pilot emerging HR technologies.
* Support business cases and lightweight proof‑of‑concepts.
* Recommend process simplification and tech‑enabled enhancements to improve efficiency and experience.
* Schedule existing reports.
* Create new basic reports with and without confidential data with oversight as needed by Security Administrators.
* Administer confidentiality agreements as needed and by request as appropriate per business use case within governance and compliance framework.
Qualifications
* Experience with HR systems or customer service / user support experience.
* Experience with ServiceNow or similar tools and a demonstrable understanding of HR systems, processes, data, system design, structure, functions, and HR technology landscape.
* Good understanding of data/reporting/incidents & requests tracking tools.
* Good understanding of HR business dependencies.
* Familiarity with APIs, connectors, and integration concepts.
* Proven problem‑solving and tasks/data dependencies understanding skills; strong analytical and root‑cause identification skills.
* Ability to document findings and translate technical concepts into business language.
* Proven customer service, communication, and presentation skills in a group or team setting.
* Ability to identify inefficiencies and propose streamlined workflows.
* Good understanding of user‑centric approaches to improve employee experience.
* Sound judgement, active practice of confidentiality, and advocacy for and education of end users on data accuracy and integrity.
* Attention to detail and accuracy.
* Independence in following through on tasks and projects, multi‑priority management, and multi‑functional task execution.
* Experience with Agile process delivery preferred.
* Familiarity with common integration tools and connectors preferred.
Benefits
* Great starting salary plus annual bonus and a strong benefits package.
* 25 days paid holiday plus bank holidays, with the opportunity to buy/sell additional leave.
* Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan, and other great benefits.
* Countless opportunities to learn new skills and develop in your career with the support needed to pursue them.
Equal Opportunity Employer
Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful.
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