Senior ServiceNow Analyst, HR Service Delivery

James Hardie Building Products Inc. is the North American leader in fiber cement home siding and exterior design solutions. Hardie® products offer long lasting beauty and endless design possibilities with trusted protection and low maintenance. The company pioneered modern fiber cement building products and continues to invest in innovation to transform the industry. James Hardie is a high-performance organization, with an unwavering commitment to Zero Harm. The company proudly employs a diverse workforce of over 3,000 employees across operations in North America.

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Hybrid from our downtown Chicago office / your Chicagoland home office

or

100% remote from elsewhere

As the Senior ServiceNow Analyst, HR Service Delivery, you will be a core member of James Hardie’s People Solutions team while working closely with our Human Resources, Information Technology, and Finance organizations and driving continuous improvement through business partnerships to develop timely and innovative sustainable ‘end to end’ solutions. Collaborate with other business analysts and development teams to design, develop, test, and implement solutions to meet business requirements and focus on functional enhancements and strategic project implementations while providing production support. You will work with key business users to gather business requirements, design and develop solutions, create blueprints, develop user stories, and perfors unit/integration testing. You will be responsible for the successful delivery of global technical solution implementation, meeting full value realization of the ServiceNow HR Service Delivery suite at James Hardie.

What You’ll Do:

Projects & Enhancements

• Partner with business stakeholders to identify opportunities to optimize existing processes and technology as well as assessing new technologies and business solutions
• Support stakeholders to develop business cases for project reviews and approval
• Write clear, complete user stories and business requirements for development teams
• Collaborate on the design of training and process documentation for new functionality and projects for end user training
• Participate in project management by managing small to medium size projects from definition through implementation
• Communicate issues, enhancements, and project status to business stakeholders and management

Continuous Improvement

• Work closely with the Human Resources teams to recommend functionalities and business process changes based on knowledge of ServiceNow HR Service Delivery or other applications and best practices by:
  • Researching and identifying appropriate ServiceNow solutions to optimize and increase adoption
  • Using past experiences and knowledge of ServiceNow to support processes and design to improve current practices
  • Collaborating with business stakeholders and functional teams to deliver new business process functionality
• Assisting users in determining the best methods for reporting and analytics

Production Support

• Provides ongoing business support for ServiceNow HR Service Delivery solution by:
  • Becoming familiar with existing ServiceNow HR Service Delivery design and enhancements as well as third-party applications
  • Analyzing problems through root cause analysis and determining appropriate solutions
  • Updating configuration and as needed working with developers to modify programs, and ensuring adequate end user testing and acceptance
• Coordinating support escalation and communication with business, service desk, and technical teams
• Supporting cross-functional issue investigation, testing, and resolution
• Researching issues in SNOW Support
• Interfacing with internal / external auditors during audits

The position responsibilities outlined above should not be construed as all encompassing.  Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

What You’ll Bring:

• Minimum of 6 years of hands-on experience in configuring, deploying, and managing ServiceNow HR Service Delivery
• Detailed understanding of ServiceNow architecture
• Understanding of integration with SAP SuccessFactors
• Knowledge of SuccessFactors Employee Central a plus
• Need to be able to translate business requirements and architect sustainable solutions
• Proven ability to stay aware of current trends and technical advancements and share learnings
• Experience managing cross functional support with other functional analysts and technical teams
• Strong analytical and problem-solving skills
• Understanding of change management processes
• Ability to work collaboratively within a distributed team environment
• Excellent verbal and written communication skills
• Demonstrated understanding of all aspects of a full life cycle implementation
• Ability and willingness to travel up to 10%

What You’ll Receive:

At James Hardie, we recognize that our success depends on our people. We've worked hard to build a generous and competitive benefits program that demonstrates our commitment to our employees.

• Comprehensive low-cost co-pay Health Insurance; medical, dental, prescription, and vision insurance benefits for every 30+ hour full-time employee. Insurance starts on day one!
• 401(k) Retirement plan that will match 100% of employees saved dollars up to the first 6% of your salary
• Paid holidays, paid vacation including Jury Duty and bereavement leave
• Wellness Program
• Employee Assistance Program
• Parental Leave
• Community Involvement & Sustainable Solutions - Fire Resistant Siding to Help Rebuild the Grizzly Flats Community | James Hardie

• And more

Apply now and come “home” to Hardie!

The expected pay range for this position is between $80,000 and $120,00. Actual pay will be adjusted based on experience, market conditions, and other job-related factors permitted by law. This position qualifies for benefits which may also include a discretionary bonus and equity program.

*Not accepting 3rd party agency submissions

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James Hardie Building Products Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity/expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law.