About Us

At ANZ, we're applying new ways technology and data can be harnessed as we work towards a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

The Journey Expert – T&C HR Service Delivery is accountable for the end-to-end system support of the HR Service Delivery Module within the Service Now Platform encompassing HR Case and Knowledge Management, Employee All Boarding journey, Empoyee Relations, Employee Service Portal, (PeopleHub), Employee Service Requests, Virtual Agent, HR Agent Workspace and the Now Mobile.  This encompasses all of the HR Functions – from Core HR Administration, Talent Acquisition, Talent Development, Talent Management, Time and Attendance, Payroll, Compensation and Benefits, Reporting, Analytics and Experience Management.

In addition, this role will also have oversight and accountability with the SAP Enable now platform as well.

Knowledge of and experience in the HR functions and HR business processes, ability to drive requirements confirmation discussions, fit-gap analysis, prototyping and system configuration, data conversion (where applicable), testing and defect management are some of the skills and activities expected to be performed in the role of a functional consultant. 

Role Type: Permanent
Role Location: Bangalore
Work Hours: 7:00am - 4:00pm

What will your day look like?

• Manage and develop customer relationships and perceptions to achieve mutual goals.
• Product design and gap analysis to standard product functionality.
• Liaise with onshore and offshore development teams to deliver robust solutions on time.
• Demonstrate the ability to plan, prioritize and organize your time, project schedules and multiple project activities.
• Serve as a bridge between stakeholders in business and technology. Collaborate with stakeholders to analyse and validate business requirements.
• Communicate concepts to both technical and non-technical stakeholders.
• Participate in user meetings to gain understanding of customers’ processes, requirements, and issues to offer solutions and continuous enhancements.
• Participate and understand all the project phases (Planning/Designing, Development/Configuration, System Test, Integration, Functionality Testing and UAT, Deployment, Post-go live support/Hypercare) in an agile SaaS environment.
• Drive and/or participate in the requirements confirmation discussions / requirements gathering workshops.
• Run workshops with stakeholders and leaders to analyse and design solutions for associated business processes and applications.  Handle gaps detected during prototyping.
• Work with the business to design or evaluate a breakdown of businesses processes to identify and link functional and non-functional requirements.
• Collect information, analyse requirements and solve problems, providing technical and operational support.

What will your day look like2?

• Manage and engage stakeholders including customers and vendors.  Build relationships, networks, vendor contracts, etc.
• Perform fit-gap analysis as needed: Analyse and assess the feasibility of stakeholder requirements, impacts and gaps in the standard delivered functionalities of ServiceNow HRSD and extended applications (including SAP SuccessFactors).
• Establishing user journeys and creating the user stories ServiceNow HRSD to support the design and configuration of the Employee Service Portal, Knowledge Management, and Case Management capabilities
• Configure and implement ServiceNow HRSD  prototypes to meet business requirements, and participate in overall configuration management.
• Participate in the accurate updating of SNOW documentation and configuration workbooks.
• Perform unit testing and drive and/or participate in User Acceptance Testing and System Integration Testing as needed.  Participate in defect management of issues identified.
• Conduct system walkthroughs / demos to explain the current configuration functionalities of each iteration.
• Participate in the data conversion process (extraction-transformation-loading) as applicable.
• Assist with cutover planning and execution.
• Responsible for the knowledge transfer of business implications and detailed requirements to the application developer(s), project manager(s) including status reporting as required.
• Provide post go-live support and application maintenance support.
• Take active responsibility for agreeing on Resolution dates and resolving open queries.
• Participate in identifying areas for improvement / best practices.
• Identify and analyse risks and issues for the program or project portfolio in conjunction with project managers.

Client Relationship Development and Management

• Cultivate enduring relationships with important stakeholders.
• Managing stakeholder relationships and communications at all stages of the project.
• Continuously support the development of our service offering and value proposition for the T&C Technology team.

What will you bring?

• Extensive Implementation / Support experience in HR Service Delivery Module within ServiceNow.
• Extensive and relevant IT or Operations experience in ServiceNow HRSD and HR IT, People Operations.
• Extensive knowledge of ServiceNow HR Service Delivery Module and Employee Centre
• Moderate experience as a Human Resource business user, or another HR role.
• Strong experience and knowledge of HR operations and process across various functional areas
• At least 3 implementations of the Service Now HR Service Delivery module and employee centre as the HRSD lead functional consultant.
• Understanding of the unified Service Now solution and the touch points with other HCM applications (e.g. SuccessFactors, Workday, Oracle HCM Cloud)
• Experience in all aspects of HRSD implementation/Continuous Improvement including requirements gathering, fit or gap analysis, functional design development, user acceptance testing, training and deployment activities.
• Experience on working with stakeholders on requirements and business process definition, Software Development/Systems Integration and Application Support
• Ability to document and present solutions using various methods (people facing, presentations, and demos)
• Knowledge of HR business process design and development

What will you bring2?

• Previous consulting experience working with global companies / Exposure to Internal project work.
• Good analytical skills to help our stakeholders to find best solutions for their business requirements.
• Good interpersonal skills, including strong verbal and written communication.
• Able to work under pressure without any supervision, and a good team player.
• Proven ability to work creatively and analytically in a problem-solving environment.
• Excellent leadership and interpersonal skills.
• Planning and coordinating of own and/or team's work activities to meet commitments and quality expectations.
• Strong communication skills (speaking, writing, listening)
• Excellent presentation, communication and negotiation skills
• Understanding of service background – for customers or HR (HR preferred)
• Experience working with Content Management Systems
• Employee digital experience: Experience mapping, process mapping, technology capability assessments
• Human centred design – service mapping
• Employee Journey or experience mindset
• Good knowledge of HCM concepts and HR processes
• Employee experience mindset and human centred design principles

Good to have skills:

• Deep Tech Area and Technology domain knowledge and experience, including ServiceNow and SAP SuccessFactors
• Tools such as Jira and Confluence to ensure the tribe is planning and communicating its work as efficiently and effectively as possible.
• Adept at using experience and knowledge of financial services industry, geographical and technology trends to assess and shape business solutions.
• The customer’s greatest fan – Demonstrates a thirst for better understanding the customer, define the problem and develop solutions through their eyes

Qualification

Certification in HRSD Implementation required

So why join us?

ANZ is a place where big things happen as we work together to provide banking and financial services across more than 30 markets. With more than 7,500 people, our Bengaluru team is the bank's largest technology, data and operations centre outside Australia. In operation for over 33 years, the centre is critical in delivering the bank's strategy and making an impact for our millions of customers around the world. Our Bengaluru team not only drives the transformation initiatives of the bank, it also drives a culture that makes ANZ a great place to be. We're proud that people feel they can be themselves at ANZ and 90 percent of our people feel they belong. 

We know our people need different things to be great in their role, so we offer a range of flexible working options, including hybrid work (where the role allows it). Our people also enjoy a range of benefits including access to health and wellbeing services.

We want to continue building a diverse workplace and welcome applications from everyone. Please talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with a disability or access requirements, let us know how we can provide you with additional support.

To find out more about working at ANZ visit https://www.anz.com/careers/. You can apply for this role by visiting ANZ Careers and searching for reference number 84443.

Job Posting End Date

24/01/2025 , 11.59pm, (Melbourne Australia)