Lead Support Analyst I (Workday/ ServiceNow Support)- 8+ years of experience

Overview

The HR Systems & ServiceNow Operations Lead plays a crucial role in driving operational leadership, governance, support, workforce management, and ongoing enhancement of the organization's HR technology landscape. This includes oversight of Workday, ServiceNow HR workflows, and related HR applications and integrations. The successful candidate will ensure that service delivery is stable, secure, compliant, and efficient while managing a global operations team and collaborating closely with HR, IT, vendors, and business stakeholders. Additionally, this position supports the organization's goal of integrating HR and ServiceNow service delivery under a cohesive operational framework.

Your Role

Roles & Responsibilities

• Direct the Operational Service Delivery for Workday, HR applications, ServiceNow HR, and ITSM modules, guaranteeing service availability, performance, and adherence to SLAs.
• Oversee Global Support Teams, focusing on workforce planning, resource allocation, performance management, cross-training, and capability enhancement.
• Manage Rostering and Shift Management, which includes developing support schedules, on-call rotations, leave planning, handovers, and ensuring support coverage across various regions and time zones.
• Supervise Workday and HR Application Operations, encompassing production support, releases, issue resolution, governance, and continuous improvement efforts.
• Lead ServiceNow Operations for HR and ITSM Service Delivery, including workflows, service requests, knowledge management, platform upgrades, and service optimization.
• Oversee Integrations and Automation between Workday, ServiceNow, and other enterprise systems to enhance efficiency through process automation and workflow advancements.
• Ensure Governance, Security, and Compliance by managing audits, User Access Reviews (UAR), Segregation of Duties (SoD), operational controls, and remediation initiatives.
• Act as the primary liaison for Vendors and Stakeholders, ensuring effective communication between HR, IT, business leaders, and service providers while meeting agreed service commitments.
• Promote Continuous Improvement and Innovation through standardization, knowledge management, operational excellence, AI integration, and automation projects.
• Deliver Operational Governance and Reporting, including KPI management, service performance assessments, risk management, capacity planning, and strategic roadmap implementation.
  
  

Essential

About You

• A bachelor’s degree in information technology, Computer Science, or a related field.
• A minimum of 8 years of experience in supporting enterprise applications, specifically HR systems and Service Management platforms.
• At least 3 years of leadership experience managing application support or operations teams.
• Proficiency with Workday, ServiceNow, or similar SaaS enterprise platforms.
• A solid understanding of ITIL practices, service operations, incident management, change management, and problem management.
• Experience in managing vendors and global support teams.
  
  

Preferred

• Workday certification(s).
• ServiceNow Administrator or HR Service Delivery certification.
• ITIL Foundation or higher certification.
• Experience with HR processes, integrations, and automation platforms.
• Experience in supporting global organizations with multi-regional operations.
  
  

Rewards & Benefits

Discover the rewards and benefits that empower you to flourish at every phase of your life and career.

This Includes

• Comprehensive life insurance coverage.
• Premium medical insurance for you and your dependents.
• Generous annual leave.
• Flexible and hybrid work options.
• Remote work opportunities outside of the country.
• Company gratuity scheme.
• Discretionary bonus program.
• Relocation assistance.
• Employee Wellbeing Program: 24/7 access to specialists in finance, legal matters, family care, personal health, fitness, and nutrition.
  
  

Take advantage of every opportunity to enhance your skills, broaden your expertise, and gain recognition for the contributions you make.

About AtkinsRéalis

We are AtkinsRéalis, a leading engineering services and nuclear organization. Our mission involves connecting people, data, and technology to revolutionize the world's infrastructure and energy systems. Together, with our industry partners and clients, as well as our global network of consultants, designers, engineers, and project managers, we are poised to make a significant impact. We are dedicated to guiding our clients across various end markets to engineer a sustainable future for our planet and its inhabitants.

Learn more.