Digital HR Operational Support

Overview

Support the Digital HR Service Operations pillar in Hyderabad by ensuring smooth day-to-day service delivery through ticket operations, SLA performance, case management, and operational ServiceNow activities. This is a mid-level service delivery role focused on service management, operational excellence, and process discipline rather than deep ServiceNow platform configuration.

What you'll do

• Manage day-to-day ServiceNow ticket operations, including triage, prioritization, routing, and progression.
• Manage cases to resolution or escalation within defined SLAs, ensuring clear requester communication and accurate documentation.
• Monitor SLA performance, identify risks, and support improvements in resolution and reopen rates.
• Maintain knowledge articles, service catalogue items, and standard responses.
• Support ServiceNow HRSD operational administration across catalogue, workflows, knowledge, and reporting.
• Produce service reports and highlight recurring issues, trends, and improvement opportunities.
• Coordinate ticket resolution, escalation, and handovers across Digital HR teams and time zones.
• Ensure well-triaged and documented requests reach the appropriate specialists.

What you'll need

• Experience in service desk, service delivery, or service operations within an ITSM or HR service environment.
• Hands-on experience with ServiceNow, preferably HRSD or ITSM.
• Good understanding of SLAs, incident/request management, ticket prioritization, case management, and escalation.
• Experience working with ServiceNow catalogue, workflows, knowledge management, and reporting.
• Strong process and quality mindset with a focus on continuous improvement.
• Strong written communication and stakeholder coordination skills.
• Ability to work effectively within defined SLAs in a global delivery environment.

Nice to have

• ServiceNow HRSD/ITSM or ITIL certification.
• Exposure to Workday HR processes.
• Exposure to Now Assist or service automation.
• Experience in a Global Capability Centre or offshore delivery environment.

Details

• Location: Hyderabad, India.