Lead Support Analyst I
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What you'll do
- Lead Operational Service Delivery for Workday, HR applications, ServiceNow HR and ITSM modules, and related platforms, ensuring service availability, performance, and SLA compliance.
- Manage Global Support Teams including workforce planning, resource allocation, performance management, cross-training, and capability development
- Own Rostering and Shift Management, including support schedules, on-call rotations, leave planning, handovers, and support coverage across multiple regions and time zones.
- Oversee Workday and HR Application Operations, including production support, releases, issue resolution, governance, and continuous improvement initiatives.
- Lead ServiceNow Operations for HR and ITSM Service Delivery, workflows, service requests, knowledge management, platform upgrades, and service optimization.
- Manage Integrations and Automation between Workday, ServiceNow, and other enterprise systems, driving efficiency through process automation and workflow improvements.
- Ensure Governance, Security, and Compliance by managing audits, User Access Reviews (UAR), Segregation of Duties (SoD), operational controls, and remediation activities.
- Manage Vendors and Stakeholders, acting as the primary point of contact between HR, IT, business leaders, and service providers while ensuring delivery against agreed service commitments.
- Drive Continuous Improvement and Innovation through standardization, knowledge management, operational excellence, AI adoption, and automation initiatives.
- Provide Operational Governance and Reporting, including KPI management, service performance reviews, risk management, capacity planning, and strategic roadmap execution.
What they're looking for
- Bachelor’s degree in information technology, Computer Science, or related discipline.
- 8+ years of experience supporting enterprise applications, including HR systems and Service Management platforms.
- 3+ years of leadership experience managing application support or operations teams.
- Experience with Workday, ServiceNow, or comparable SaaS enterprise platforms.
- Strong understanding of ITIL practices, service operations, incident management, change management, and problem management.
- Experience managing vendors and global support teams.
Nice to have
- Workday certification(s).
- ServiceNow Administrator or HR Service Delivery certification.
- ITIL Foundation or higher certification.
- Experience with HR processes, integrations, and automation platforms.
- Experience supporting global organizations with multi-region operations.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Job Description
Overview
The HR Systems & ServiceNow Operations Lead is responsible for the operational leadership, governance, support, workforce management, and continuous improvement of the organization's HR technology ecosystem, including Workday, ServiceNow HR workflows, and associated HR applications and integrations. The role ensures stable, secure, compliant, and efficient service delivery while leading a global operations team and partnering closely with HR, IT, vendors, and business stakeholders. The role also supports the organization's strategy to align HR and ServiceNow service delivery under a unified operational model.
Your Role
Roles & Responsibilities
- Lead Operational Service Delivery for Workday, HR applications, ServiceNow HR and ITSM modules, and related platforms, ensuring service availability, performance, and SLA compliance.
- Manage Global Support Teams including workforce planning, resource allocation, performance management, cross-training, and capability development
- Own Rostering and Shift Management, including support schedules, on-call rotations, leave planning, handovers, and support coverage across multiple regions and time zones.
- Oversee Workday and HR Application Operations, including production support, releases, issue resolution, governance, and continuous improvement initiatives.
- Lead ServiceNow Operations for HR and ITSM Service Delivery, workflows, service requests, knowledge management, platform upgrades, and service optimization.
- Manage Integrations and Automation between Workday, ServiceNow, and other enterprise systems, driving efficiency through process automation and workflow improvements.
- Ensure Governance, Security, and Compliance by managing audits, User Access Reviews (UAR), Segregation of Duties (SoD), operational controls, and remediation activities.
- Manage Vendors and Stakeholders, acting as the primary point of contact between HR, IT, business leaders, and service providers while ensuring delivery against agreed service commitments.
- Drive Continuous Improvement and Innovation through standardization, knowledge management, operational excellence, AI adoption, and automation initiatives.
- Provide Operational Governance and Reporting, including KPI management, service performance reviews, risk management, capacity planning, and strategic roadmap execution.
About You
Essential
- Bachelor’s degree in information technology, Computer Science, or related discipline.
- 8+ years of experience supporting enterprise applications, including HR systems and Service Management platforms.
- 3+ years of leadership experience managing application support or operations teams.
- Experience with Workday, ServiceNow, or comparable SaaS enterprise platforms.
- Strong understanding of ITIL practices, service operations, incident management, change management, and problem management.
- Experience managing vendors and global support teams.
Preferred
- Workday certification(s).
- ServiceNow Administrator or HR Service Delivery certification.
- ITIL Foundation or higher certification.
- Experience with HR processes, integrations, and automation platforms.
- Experience supporting global organizations with multi-region operations.
Rewards & Benefits
Explore the rewards and benefits that help you thrive – at every stage of your life and your career.
This includes:
- Comprehensive life insurance coverage.
- Premium medical insurance for you and your dependents.
- Generous annual leave balance.
- Flexible and hybrid work solutions.
- Remote work opportunities outside of country.
- Company gratuity scheme.
- Discretionary bonus program.
- Relocation assistance.
- Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.
Seize every opportunity to sharpen your skills, expand your expertise, and be recognized for the impact you make.
About AtkinsRéalis
We're AtkinsRéalis, a world-class engineering services and nuclear organization. We connect people, data and technology to transform the world's infrastructure and energy systems. Together, with our industry partners and clients, and our global team of consultants, designers, engineers and project managers, we can change the world. We're committed to leading our clients across our various end markets to engineer a better future for our planet and its people.
Worker Type
EmployeeJob Type
RegularAt AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.
Company
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