Product Manager, HR Shared Services Systems

Description

You will own the product for the people systems that support the HR shared services team, serving HR operations staff, employees, managers and HR stakeholders. Your scope covers ServiceNow HRSD, Five9, workflow automation, knowledge management, employee self-service and related tools, and you will set and run their strategy, roadmap, governance and ongoing improvement.

You will work with HR operations, HR operational excellence, people systems, IT, vendors and business leads to build a current, efficient service experience centred on employees. The role combines product practice, stakeholder work and technical knowledge, with a focus on business value, automation, self-service uptake and digital change in HR service processes.

You are the main business owner for these platforms. You are accountable for business value, employee experience, operational efficiency and the development of the HR shared services organization.

Responsibilities

• Build and keep up the HR shared services technology roadmap so it fits the HR services strategy and the planned future operating model.
• Set product vision, priorities and investment recommendations for HR service delivery tools.
• Review new technologies, industry trends and best practice for ways to improve employee experience and how well the function operates.
• Run stakeholder interviews, user feedback sessions and voice-of-customer work to find enhancements and changing business needs.
• Write business cases that support technology investment and product changes.
• Act as product owner for ServiceNow HRSD, Five9, workflow automation and other HR shared services tools.
• Manage the full product lifecycle: strategy, requirements, backlog, prioritisation, implementation and sustainment.
• Make sure the platforms keep pace with business requirements and organizational priorities.
• Maintain product governance, design standards, documentation, support models and operating procedures.
• Balance day-to-day support against strategic enhancements to get the most business value.
• Work with HR operations and HR systems leaders to improve the digital experience across service channels.
• Support omni-channel delivery, including case management, self-service, virtual support, telephony, workflow automation and knowledge management.
• Design and deliver solutions that cut manual work, simplify employee interactions and improve service outcomes.
• Encourage use of self-service and digital tools that help employees and managers.
• Work with HR operations, HR operational excellence and people systems product managers to find automation opportunities and service improvements.
• Support rollout of workflow automation, intelligent routing, knowledge-centred service practices and AI-enabled support.
• Assess and rank enhancement requests by business value, user experience, compliance and operational impact.
• Simplify and standardize processes through technology.
• Work with HRBPs, Total Rewards, Talent Acquisition, Payroll and other stakeholders to understand their needs and priorities.
• Work with IT teams, vendors, consultants and implementation partners to deliver solutions and enhancements.
• Run governance forums, product reviews, roadmap discussions and stakeholder communications.
• Keep stakeholder expectations, priorities and business outcomes aligned.
• Make sure the platforms meet the company's standards for security, privacy, governance and controls.
• Support testing, release management, system upgrades and platform changes.
• Track system performance, adoption and user satisfaction to spot areas to improve.

Requirements

• Minimum: a bachelor's degree in information systems, human resources, business administration, computer science or a related field.
• Minimum: 7+ years of experience in HR technology, HR service delivery technology, product management, HR operations or a related area.
• Minimum: experience as a product owner, product manager, business analyst or technology lead on enterprise applications.
• Minimum: experience with ServiceNow HRSD, case management platforms, employee portals, workflow technology or similar service delivery tools.
• Minimum: experience gathering requirements, managing backlogs, setting priorities and leading technology implementations.
• Minimum: a strong grasp of HR operations, shared services, employee service delivery and HR business processes.
• Minimum: a proven ability to influence cross-functional stakeholders and drive adoption of new solutions.
• Minimum: strong analytical, communication and project management skills.
• Preferred: experience supporting HR shared services, HR operations or employee service delivery organizations.
• Preferred: experience with ServiceNow HRSD, Five9, Workday, Paradox, knowledge management platforms, workflow automation tools or similar technologies.
• Preferred: experience supporting omni-channel service delivery and employee experience initiatives.
• Preferred: experience with Agile product management methods, Jira, Smartsheet, Azure DevOps or similar tools.
• Preferred: experience implementing workflow automation, AI-enabled support tools, self-service solutions or digital transformation initiatives.
• Preferred: experience supporting global or multi-country HR organizations.
• Preferred: experience supporting transformation programs, mergers, acquisitions or large-scale business initiatives.
• Preferred: professional certifications in Agile, product management, project management, ServiceNow or HR technology.

Conditions

The role is office-based and requires the ability to use standard office equipment.

The company does not discriminate on the basis of sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military or veteran status, or any other protected characteristic, and makes employment decisions on ability, achievement, experience, conduct and other legitimate business reasons.