Senior Shared Services Coordinator

In this role as a Senior Shared Services Coordinator in the HR Services team, you will be a key member of the Operational Excellence team. Your primary focus will be on supporting and enhancing HR service delivery through process standardization, system optimization, knowledge base development, reporting, change management, and operational execution. You will collaborate with various stakeholders such as the People Advisory Team, People Systems, IT, and others to ensure efficient, consistent, compliant, and scalable processes. Your responsibilities will include driving operational initiatives, maintaining process documentation, supporting change management, and translating insights into actionable improvements.

• *Key Responsibilities:**
• Lead and optimize HR operational processes to ensure efficiency, accuracy, and compliance.
• Document, maintain, and improve workflows using tools like Lucidchart.
• Identify and resolve operational inefficiencies, gaps, and bottlenecks.
• Ensure consistent execution of HR processes across teams and integrate them into ServiceNow workflows.
• Take ownership of operational initiatives and drive improvements to completion.
• Translate HR policies into operational procedures, SOPs, and knowledge base content.
• Build, expand, and maintain the HR knowledge base with accurate and actionable content.
• Provide guidance, updates, and training materials for HR documentation and system usage.
• Support the use and optimization of ServiceNow HR Service Delivery and contribute to the adoption of NowAssist.
• Ensure data integrity within ServiceNow through regular audits and reviews.
• Provide training and guidance to HR staff on system usage, processes, and best practices.
• Design, maintain, and improve HR reports, dashboards, and data analytics.
• Track operational initiatives, projects, and process improvements using tools like Asana.
• Identify trends, recurring issues, and improvement opportunities, and provide recommendations to leadership.
• Lead the coordination and delivery of key operational initiatives.
• Support change management initiatives related to HR operations and system enhancements.
• *Qualifications Required:**
• Bachelors degree or equivalent experience.
• 4+ years of experience in HR operations, HR service delivery, HRIS, or operational analytics roles.
• Hands-on experience with HR shared services or large-scale service delivery models.
• Experience with ServiceNow HR Service Delivery; exposure to NowAssist is a plus.
• Advanced Excel skills, including pivot tables, formulas, dashboards, and macros.
• Experience with Lucidchart for process mapping and Asana (or similar) for project tracking.
• Experience in drafting SOPs, process documentation, or knowledge base content.
• Strong attention to detail, organizational skills, and cross-functional collaboration.
• Strong ability to collaborate and execute tasks, while being flexible and responsive to evolving business needs and leadership direction. In this role as a Senior Shared Services Coordinator in the HR Services team, you will be a key member of the Operational Excellence team. Your primary focus will be on supporting and enhancing HR service delivery through process standardization, system optimization, knowledge base development, reporting, change management, and operational execution. You will collaborate with various stakeholders such as the People Advisory Team, People Systems, IT, and others to ensure efficient, consistent, compliant, and scalable processes. Your responsibilities will include driving operational initiatives, maintaining process documentation, supporting change management, and translating insights into actionable improvements.
• *Key Responsibilities:**
• Lead and optimize HR operational processes to ensure efficiency, accuracy, and compliance.
• Document, maintain, and improve workflows using tools like Lucidchart.
• Identify and resolve operational inefficiencies, gaps, and bottlenecks.
• Ensure consistent execution of HR processes across teams and integrate them into ServiceNow workflows.
• Take ownership of operational initiatives and drive improvements to completion.
• Translate HR policies into operational procedures, SOPs, and knowledge base content.
• Build, expand, and maintain the HR knowledge base with accurate and actionable content.
• Provide guidance, updates, and training materials for HR documentation and system usage.
• Support the use and optimization of ServiceNow HR Service Delivery and contribute to the adoption of NowAssist.
• Ensure data integrity within ServiceNow through regular audits and reviews.
• Provide training and guidance to HR staff on system usage, processes, and best practices.
• Design, maintain, and improve HR reports, dashboards, and data analytics.
• Track operational initiatives, projects, and process improvements using tools like Asana.
• Identify trends, recurring issues, and improvement opportunities, and provide recommendations to