The Opportunity:

Avantor is seeking a knowledgeable and experienced HR Operations Manager - ServiceNow Portal specializing in ServiceNow to lead the development, implementation, and management of our knowledge management and self-service portal initiatives. This role will play a critical part in optimizing employee and customer experiences through efficient access to information and resources. This position will lead the design, build, and launch of a global employee portal as tier zero to an HR service center. You will be at the forefront of implementing cutting-edge HR technology solutions that enhance operational efficiencies and employee satisfaction. Your contributions will directly impact the success of the HR Transformation objectives, aligning HR technologies with business goals to foster a high-performance culture.

This is a full-time, remote position.

What we're looking for

• Education: Bachelor's degree in information technology, Computer Science, Business Admin, or related field.

• Experience: Proven experience (5 years) in knowledge management, particularly within the ServiceNow platform.

• Strong understanding of IT service management (ITSM) and HR service delivery (HRSD) principles

• Expertise in designing and implementing knowledge management strategies and solutions.

• Proficiency in ServiceNow administration and configuration, with specific emphasis on Knowledge Management and Service Portal modules.

• Excellent communication skills with the ability to collaborate effectively across teams and present ideas to business partners.

• Analytical mindset with ability to leverage data-driven insights to optimize knowledge management processes.

• Project management skills with the ability to prioritize tasks, manage timelines, and deliver results.

• Knowledge:

  • ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) in ServiceNow Knowledge Management.

  • Experience working in large-scale organization with complex IT infrastructure

  • Familiar with Workday and integrations with internal systems, including ServiceNow, Microsoft and external vendors.

• Skills:

  • Customer Focused: ability to draw from a VOC (voice of the customer) and have the hands on the pulse of our associates to build a portal that meets their needs.

  • Communication: Excellent verbal and written communication skills to effectively convey information to diverse audiences, including senior management, business partners, and employees.

  • Problem-Solving and Decision-Making: Ability to analyze complex issues, identify root causes, and implement effective solutions to ensure accuracy and compliance.

  • Project Management: Proficiency in project management methodologies to lead payroll system implementations, process improvements, and other payroll-related projects.

  • Analytical Skills: Strong analytical skills to interpret payroll data, generate insights, and make data-driven decisions to optimize payroll operations.

  • Attention to Detail: Meticulous attention to detail to ensure Knowledge content and strategy fulfill the needs of our associates.

  • Initiative: take on big ideas and make them happen - ability to formulate a design for an intuitive portal and to build functionality which leads to high adoption of self service.

  • Innovative: able to create many options to solve issues and choose the best option which results in the desired results.

• Abilities:

  • Strategic Thinking: Ability to develop and execute a strategic vision for the HR ServiceNow Portal to enable employee self-service aligned with organizational goals and objectives.

  • Collaboration: Proven ability to collaborate cross-functionally with HR, finance, IT, and other departments to achieve payroll-related objectives and initiatives.

  • Adaptability and Flexibility: Willingness and ability to adapt to changing regulations, technologies, and business needs in a dynamic Western Hemisphere environment.

  • Ethical Conduct: Demonstrated integrity and ethical conduct in handling confidential payroll information and adhering to legal and compliance standards.

  • Cultural Awareness: Sensitivity to cultural differences and diversity when managing payroll operations across multiple countries and regions.

How you will thrive and create an impact

• Design, implement, and manage the ServiceNow Knowledge Management and Self-Service Portal to ensure ease of access and accurate information retrieval.

• Develop and maintain a comprehensive knowledge base to support end users, internal teams, and customers.

• Collaborate with various business partners to identify knowledge gaps, capture relevant content, and continuously improve the quality and usability of the knowledge base.

• Define and enforce governance policies, standards, and operating procedures related to knowledge management within the ServiceNow platform and other integrated tools (Microsoft).

• Provide training and support to users on leveraging the self-service portal and knowledge base effectively.

• Monitor and analyze usage metrics, user feedback, and trends to identify opportunities for enhancement and optimization.

• Stay updated with industry best practices and emerging trends in knowledge management, the ServiceNow platform, and self-service technologies.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Dare to go further in your career. Join our global team of 14,000 associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science. The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

Pay Transparency:

The expected pre-tax pay for this position is

Actual pay may differ depending on relevant factors such as prior experience and geographic location.

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at recruiting@avantorsciences.comand let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about equal employment opportunity protections, please view the Equal Employment Opportunity is THE LAW Poster, EEO is the Law Poster Supplement, and Pay Transparency Non-Discrimination Provision.

3rd Party Non-Solicitation Policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.