Business Relationship Manager

Human Resource Information Management and Analytics (HRIMA) provides a broad range of services associated with the HR Enterprise System and ancillary HR software/systems.

Core Services Include, but are not limited to, the following:

• HR data security, compliance & stewardship
• System Testing and Technical Training
• Project management and process improvement
• Reporting and Analytics
• Employee Records
• Time-keeping and Leave System Support
• Data Quality Assurance

Essential Job Duties

We are looking for a skilled and dedicated ServiceNow Business Relationship Manager to join our team. The ideal candidate will perform overall Product Owner responsibilities for the ServiceNow HRSD application, and work in collaboration with other core application teams. This role requires a strong understanding of the ServiceNow applications and excellent communication skills, strategic thinking, and the ability to collaborate effectively with various departments to drive business growth and customer satisfaction.

Key Responsibilities:

• Customer Relationship Management: Develop and maintain strong relationships with customers and stakeholders, acting as their primary point of contact.
• Needs Assessment: Understand and anticipate customer needs, providing solutions to meet their business objectives.
• Service Excellence: Ensure the delivery of high-quality service and support to customers, addressing any issues or concerns promptly and effectively.
• Stakeholder Communication: Maintain open and transparent communication with stakeholders at all levels, fostering a culture of trust and accountability.
• Strategic Collaboration: Work closely with cross-functional teams to develop and implement strategic initiatives that drive business growth and enhance customer satisfaction.
• Performance Monitoring: Monitor and report on the performance of customer relationships, identifying areas for improvement and implementing necessary changes.
• Product Development Alignment: Work closely with product development teams to ensure alignment between client requirements and offerings.

Other Responsibilities

Cross Department Responsibilities – Office Of Information Technology

• Collaborates with the OIT ServiceNow, IT Service Management, and HRIMA ServiceNow development teams to ensure successful and accurate implementation of requirements.
• Facilitate and conduct user acceptance testing (UAT) to validate solutions consistent with the business requirements.
• Identify and communicate project risks and dependencies.
• Maintain knowledge of Human Resources business processes.

ServiceNow Administration

• Train and enable stakeholders and customers on the various features and navigation across ServiceNow.
• Identify and resolve inefficient processes and apply and practice ServiceNow best practices and recognizing opportunities for improvement with the customer experience.

Qualifications

Minimum Education and Experience

• Master’s degree and at least one year of relevant experience OR
• Bachelor’s degree with at least two years’ of relevant experience OR
• An equivalent combination of education, training and relevant experience

• For management‐level roles, also include with the above requirements 1‐2 years of supervisory experience.

Other Required Qualifications

• Experience with ServiceNow and the HR Service Delivery Application.
• Proven experience in a business relationship management or similar role.
• Strong customer relationship management skills with a track record of delivering high-quality service and support.
• Excellent interpersonal skills, with the ability to engage stakeholders at all levels.
• Demonstrated ability to collaborate with cross-functional teams and drive strategic initiatives.
• Strong problem-solving skills and a proactive approach to addressing client needs.
• Experience in designing customized solutions and working closely with product development teams.
• Strong verbal and written communication skills with the ability to effectively communicate the technical components and benefits of knowledge at all levels.

Preferred Qualifications

• ServiceNow certification like CSA or Completion of training programs such as Catalog Builder are considered advantageous.