How youll help us Keep Climbing (overview & key responsibilities)We are looking for an experienced HR Service Delivery Specialist to join our team in our Atlanta office. This role is integral to achieve success of business adoption throughout the program. The major priority for the successful candid

Specialist, HR Service Delivery

Delta Air Lines • 
Atlanta, Georgia, United States
Position Type: Permanent
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Job Description:

How youll help us Keep Climbing (overview & key responsibilities)

We are looking for an experienced HR Service Delivery Specialist to join our team in our Atlanta office. This role is integral to achieve success of business adoption throughout the program. The major priority for the successful candidate will be to serve as part of a cross-functional team who works together to resolve complex escalations, reduce defects, increase efficiency, and move strategic initiatives and projects forward. This role will support our internal roadmap of initiatives for Human Resources, which will include partnering with technology experts in the modernizations of tools and methods with an emphasis on ServiceNow systems.

Summary of responsibilities (not comprehensive of all tasks): 
  • Support the HR Service Delivery (HRSD) ServiceNow team in the quality assurance (QA)/testing and documentation aspect of project delivery, application upgrades, patches, and other duties as assigned.
  • Work with manager and specialists to maintain a repeatable and sustainable QA and testing protocol/strategy.
  • Create and maintain a test script/use case catalog for each service delivery area and project using resources available to HRSD ServiceNow.
  • Schedule and lead testing sessions with business customers and other HRSD ServiceNow team members related to projects, upgrades, and patches.
  • Analyze defects and work with developers/specialists to identify root cause.
  • Report and track defects to resolution; develop process to capture QA metrics.
  • Ensure technical documentation is reviewed and updated to assist with the QA process.
  • Partner closely with the broader HR Service Delivery operational team, operations solution partners, and business users to define and document business requirements, and drive the continuous improvement of ServiceNow features in line with a unified release strategy.
  • Aid workstream in driving towards enhanced experience and functionality including, but not limited to, daily administration of requests for case management, portal, virtual agent, knowledgebase, and user access.
  • Collaborate with other HRSD team members, ITSM ServiceNow, and other IT and business areas to ensure successful delivery of initiatives.
  • Provide input in the modification of currently established processes and procedures to drive efficiency.
  • Ensure all processes comply with Delta’s policies and procedures and applies best practice standards throughout product lifecycle.
  • Practices safety-conscious behaviors in all operational projects and procedures.
  • Other duties as assigned.

Job Requirements:

What you need to succeed (minimum qualifications)

  • Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc.
  • Must be available to work at least 4 hours one Saturday per month for system upgrades and patches.
  • Must have experience with quality assurance and application testing protocol across a matrixed organization, including writing test scripts/user stories, leading test sessions, defect tracking and management, and creating associated metrics.
  • Exposure to varying systems implementation methodologies (Agile, Waterfall, etc.) is required.
  • Project skills including requirement gathering/documenting, analysis, translation for developers, testing.
  • Demonstrated excellent written and verbal communication skills, with the ability to transition smoothly between technical and business vernacular, tailoring communications to the audience.
  • A demonstrated ability to effectively plan and set priorities.
  • Must be flexible, adaptable to quickly changing priorities, and able to handle multiple projects simultaneously while working in a fast-paced environment.
  • Demonstrated excellent customer service skills.
  • Prefer previous knowledge of HR practices.
  • Prefer previous experience with backend administrative tasks in ServiceNow HRSD.
  • Practices safety-conscious behaviors in all operational projects and procedures.
  • (If transferring internally) Must be performing satisfactorily in current position.

What will give you a competitive edge (preferred qualifications)

  • Experience working in a fast-paced, multinational technology company is a plus.
  • Demonstrated excellent customer service skills; ability to build strong formal and informal relationships.
  • Demonstrated excellent written and verbal communication skills, with the ability to transition smoothly between technical and business vernacular, tailoring communications to the audience.
  • Current Scrum Master Certification.

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