Détails du poste

In this role, you’ll help our HR Support Center better serve our employees by creating and evolving data dashboards. The dashboards will help measure the effectiveness of our HR Cases (ServiceNow), Chatbot Agent (Amelia), and self-service resources by transforming disparate data into a single user-friendly format for faster and easier analysis. You’ll enhance data flow, write complex queries, and recommend the best tools and technologies for visualizing this data. Collaborate with key stakeholders to turn business requirements into technical specs and coded data pipelines. Work with both structured and unstructured data from various sources like Workday, ServiceNow, and Amelia to create a single entry point. Design, model, document, and guide the logical and conceptual relationships of data for complex applications, while analyzing and developing technical, structural, and organizational specifications.

Your data management responsibilities will include:

• Translating support data into code or other formats for easy use.

• Maintaining and managing the ServiceNow (SNOW) back-end data structure.

• Partnering with the Technology team on data architecture.

• Managing dashboards and reporting.

• Document and maintain comprehensive documentation of data sources, reporting process, and data governance standards

As a Knowledge Engineer, you will:

• Establish user access groups, knowledge groups, and handling access requests.

• Analyze support needs and usage within the organization through knowledge audits and performance reviews.

• Manage and analyze data to drive insights, identify trends,and support decision-making

On the System Reporting side, you’ll:

• Create, maintain and automate reports and dashboards using ServiceNow reporting tools and Performance Analytics to support HR and Knowledge Management functions

• Create operations reports at the team level, such as CSAT and FCR.

• Handle ad-hoc reporting, troubleshooting reports on incidents, issues, and special requests like payroll deep dives and new hire attrition.

• Validate data inputs for Amelia, tracking metrics that inform the roadmap and impacts, and partnering with Amelia developers in the Technology group.

• Help troubleshoot data issues with Visier, Amelia, ServiceNow, and other HR systems.

Business Experience  

• 3+ years of experience in a Data related role.
• 3+ years working with Service Now