AVP - Employee Experience HR Service Now Lead

Overview

Own and continuously optimise the Employee Experience ServiceNow/MyHUB product, partnering with HR Directors and HRLT to deliver a simple, trusted and scalable employee experience through product governance, knowledge management, self-service and continuous improvement.

What you'll do

• Lead the Employee Experience ServiceNow/MyHUB product, ensuring it delivers an effective, intuitive and scalable employee experience.
• Drive continuous improvement of the portal, journeys, workflows and self-service capability using employee feedback, case data, search behaviour and user journey insights.
• Lead the global Knowledge Management strategy and governance framework, ensuring clear ownership, quality standards and lifecycle management across HR knowledge.
• Maintain product governance and prioritisation of enhancements, working with GPOs, GPLs, HR Operations and D&T to focus investment on the highest-value opportunities.
• Own portal experience and content architecture, including service catalogue, knowledge, widgets, user criteria, communications and other employee-facing components.
• Ensure ServiceNow solutions follow agreed design, architecture and platform procedure, maximising standard capability and minimising unnecessary complexity and technical debt.
• Oversee platform releases, enhancements, testing, incidents and changes, providing business sign-off and ensuring platform stability, compliance and data protection.
• Build capability and protocol across Employee Experience teams, Knowledge Owners and key users, enabling adoption, knowledge sharing and consistent use of the platform.
• Maintain strong relationships with D&T, Solution Architecture and key HR stakeholders, acting as the business customer point of contact for complex platform issues and decisions.
• Lead governance of the ServiceNow enhancement roadmap and Change Board, ensuring clear decision-making, prioritisation and accountability.
• Define and govern the end-to-end knowledge lifecycle, with clear ownership across HR, GPLs and Subject Matter Experts for content accuracy, relevance and maintenance.
• Establish and maintain global knowledge standards covering content structure, taxonomy, metadata, accessibility and digital self-service best practice.
• Use ServiceNow AI and analytics, search behaviour, case volumes and employee feedback to identify knowledge gaps, improve content quality and drive self-service.
• Build capability across Knowledge Owners and Authors through standards, guidance, training and communities of practice.
• Own and promote ServiceNow/MyHUB product governance and best practice, ensuring consistent design standards, reuse of shared solutions and alignment across process, knowledge, technology and employee experience.

What you'll need

• Experience in ServiceNow design, development and implementation, and knowledge management.
• Experience in a business process automation platform.
• Experience in a fast-paced, rapidly changing global organisation.
• Ability to configure the ServiceNow platform to the needs of the customer.
• Experience translating business needs into design requirements for the ServiceNow platform.
• Experience designing sustainable business processes for ongoing maintenance of the platform in BAU support teams, and ensuring an excellent working relationship between external ServiceNow technical support and a Capability Team.
• Tried experience leading customer relationships to discuss change request topics.
• Experience leading a team of specialists, providing guidance and direction for an employee experience focus.

Nice to have

• Experience in an organisation that has deployed and continues to develop ServiceNow to an engineering community.

Details

• Location: Bangalore Karle Town SEZ, India.
• Worker type: Regular.
• Flexibility in working arrangements is available; to be discussed with the employer.