Virtusa Recognized as Global Leader in Gen AI Services by ISG Provider Lens® - Read report
Job description
Key Responsibilities
Service Catalogue Form
Lead the end to end design and enhancement of HR Service Catalogue forms in ServiceNow ensuring alignment with global HR policies and user experience standards
Collaborate with HR SMEs and platform developers to translate business requirements into scalable intuitive digital forms
Maintain governance over form logic field validations and dynamic behaviour to support accurate case creation and routing
Test SIT UAT and validate features to ensure they meet requirements with precision and quality
HR Case Management
Assist with delivery of HR cases resulting from record producer including case templates assignment rules SLAs and escalation paths
Partner with HR advisory teams to ensure cases are correctly categorised and resolved within defined timelines
Support regression testing during platform upgrades to maintain seamless functionality
Monitor case volumes and trends to identify opportunities for automation and continuous improvement
Support with resolving BAU HR tickets related to ServiceNow case management
Analytics and Reporting
Develop and maintain dashboards to track form usage case volumes resolution times and user satisfaction
Provide insights to leadership on service performance and recommend data driven enhancements
Support audit and compliance reporting related to HR case handling and data integrity
Agile Methodology
Experience with Scrum and Kanban frameworks to manage and deliver projects efficiently
Understanding of sprints sprint reviews and retrospectives to ensure continuous improvement
Strong emphasis on teamwork collaboration and effective communication within cross functional teams
Expertise in writing clear and concise user stories with acceptance criteria
Ability to prioritize and manage the product backlog and Jira demand effectively
Conducting regular refinement sessions to ensure user stories are well defined and ready for development
Skills in forecasting demand and planning resources accordingly
Managing own work and time and acting with autonomy to meet capacity and demand
Tracking and analyzing performance metrics to optimize demand
Proficiency in using Jira for tracking progress and managing tasks
Business Analysis
Proficiency in eliciting documenting and validating business requirements from stakeholders
Ability to create and analyze process maps to identify areas for improvement
Experience in managing relationships with stakeholders to ensure their needs are met
Stakeholder Engagement
Function as a key liaison between HR Services IT and platform governance teams
Facilitate workshops and take part in sprint planning sessions to prioritize backlog items and align on delivery timelines
Represent HR Services in cross functional forums related to digital transformation and employee experience
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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