We're looking for a Senior Shared Services Coordinator - HR Services | US EST This role is Office Based, Pune Office

Position: Senior Shared Services Coordinator | People Function | ServiceNow Experience Required

Location: Pune or Mumbai (Hybrid – expectation to work until 1 AM IST to accommodate global time zones)

Role Overview

As a member of the Operational Excellence team, this role plays a pivotal role in supporting and improving HR service delivery. The Senior Shared Services Coordinator focuses on process standardization, system optimization, knowledge base development, reporting, change management, and operational execution. The role closely partners with People Advisory Team, People Systems, IT, and other stakeholders to support ServiceNow HR Service Delivery and potential future tools such as NowAssist, as well as the broader HR service delivery model, ensuring processes are efficient, consistent, compliant, and scalable. Responsible for driving operational initiatives, maintaining process documentation, supporting change management, and turning insights into actionable improvements.

This is a global role, requiring collaboration with teams across multiple regions. The Senior Shared Services Coordinator will balance both global and regional responsibilities, ensuring alignment between global standards and local requirements.

In This Role You Will

Process & Operational Excellence

• Lead and optimize HR operational processes, ensuring efficiency, accuracy, and compliance.
• Document, maintain, and improve workflows using Lucidchart (or equivalent product).
• Identify and resolve operational inefficiencies, gaps, and bottlenecks.
• Ensure HR processes are executed consistently across teams and embedded into ServiceNow workflows.
• Take ownership of assigned operational initiatives, driving improvements to completion.

Policy Enablement & Knowledge Base

• Translate HR policies into operational procedures, SOPs, and knowledge base content.
• Build, expand, and maintain the HR knowledge base, ensuring content is accurate, actionable, and aligned with current HR processes.
• Partner with HR teams to provide guidance, updates, and training materials for HR documentation and system usage.

ServiceNow HR Service Delivery & Future Tools

• Support day-to-day use and optimization of ServiceNow HR Service Delivery, including workflows, dashboards, and reports.
• Serve as a key contributor to the implementation and adoption of NowAssist, enhancing HR workflows and knowledge base functionality.
• Ensure data integrity within ServiceNow through regular audits and reviews.
• Provide training and guidance to HR staff on system usage, processes, and best practices.

Reporting, Metrics & Project Execution

• Design, maintain, and continuously improve HR reports, dashboards, and data analytics to support decision-making.
• Track operational initiatives, projects, and process improvements using Asana, ensuring timelines, responsibilities, and dependencies are clear.
• Identify trends, recurring issues, and opportunities for improvement, and provide clear recommendations to leadership.

Program & Change Management

• Lead the coordination and delivery of key operational initiatives, ensuring projects stay on track and align with business priorities.
• Support change management initiatives related to HR operations and system enhancements, helping HR teams adopt process updates and new technologies effectively.

You’ve Got What It Takes If You...

• Bachelor’s 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 a plus
• Advanced Excel skills (pivot tables, formulas, dashboards, macros)
• Experience with Lucidchart for process mapping and Asana (or similar) for project tracking
• Experience drafting SOPs, process documentation, or knowledge base content
• Strong attention to detail, organizational skills, and cross-functional collaboration
• Strong ability to collaborate and execute on tasks, while being flexible and responsive to evolving business needs and leadership direction

Our Culture

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.

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