Greeting from Infosys BPM Ltd.,

We are hiring experienced candidates for ServiceNow HRSD Triage Analyst (International process) for Bangalore location. Please walk-in for interview on 5th March 2025 at Bangalore Location

Note: Please carry copy of this email to the venue and make sure you register your application before attending the walk-in.

Please use below link to apply and register your application.

career.infosys.com/jobdesc?jobReferenceCode=PROGEN-EXTERNAL-203883

Please mention the generated Candidate ID on the top corner of your Resume ***

Interview details:

Interview Date: 5th March 2025

Interview Time: 10:00 AM till 12:00 PM

Interview Venue: Infosys BPM Limited, #785,Ground Floor Axis Sai Jyoti,15th Cross 100 Feet Road,Sarakki,1st Phase JP Nagar, Bengaluru, Karnataka 560078

Landmark: Near Sindhoor Convention Centre

Things to remember while entering the campus:

• Keep your double dose vaccination certificate handy while entering campus. There will be random checks at the gate by the Security team

Documents and things to Carry:

• Carry a printout your updated resume.
• Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport).
• All original education documents needs to be available for verification.(10th, 12th, Graduation(Sem Wise Marksheet, CMM. Provisional and Original Degree)
• Candidates to carry mobile charger and ear/headphones to the hiring venue for in-person assessments and evaluations

Please find below job description

for your reference:

Experience: 2-4 years

Qualification: Any graduate- full time education

Shift: US Shift

Notice Period - Immediate to 15 days

Job Overview:

We are seeking a ServiceNow HRSD Triage Analyst to join our dynamic HR service management team. This role will be pivotal in managing the intake of HR requests, ensuring that they are triaged effectively within the ServiceNow platform. The HRSD Triage Analyst will work closely with HR teams and other stakeholders to ensure that all HR-related service requests, incidents, and tasks are handled efficiently, accurately, and in a timely manner.

Key Responsibilities:

• HR Request and Incident Triage: Review and triage incoming HR-related incidents and service requests in the ServiceNow HRSD module, ensuring accurate categorization, prioritization, and assignment to the appropriate HR team members.
• Ticket Categorization: Classify HR requests based on predefined categories (e.g., benefits inquiries, payroll issues, employee onboarding/offboarding, employee relations).
• Escalation Management: Identify high-priority or complex HR issues and escalate them as needed to HR management or specialized HR teams for resolution.
• Request Routing: Assign tickets to the appropriate HR function (e.g., benefits, payroll, employee relations) based on the nature of the request.
• Communication: Act as the point of contact between employees (or end users) and the HR service delivery team, providing status updates and facilitating communication.
• ServiceNow HRSD Management: Ensure that all HR service requests and incidents in ServiceNow are managed and tracked through to resolution, keeping the system up-to-date and accurate.
• Process Documentation: Maintain detailed documentation of HR service delivery processes and workflows within the ServiceNow platform to ensure consistency and compliance.
• Monitoring and Reporting: Track ticket progress and monitor SLAs (Service Level Agreements) to ensure timely resolution of HR requests. Generate reports as necessary to track trends and performance.
• User Support: Provide basic guidance and troubleshooting for employees who submit HR-related requests, offering solutions or escalating as needed.
• Continuous Improvement: Collaborate with HR teams to identify trends, patterns, or areas for process improvement in the HRSD workflow, proposing enhancements to improve efficiency.
• Training: Assist with the creation and delivery of training materials and sessions for HR staff and end-users regarding the HRSD processes in ServiceNow.

Skills & Qualifications:

• Experience:
• 1-3 years of experience working with ServiceNow HRSD or similar HR service management platforms.
• Knowledge of HR processes and functions, such as onboarding, benefits administration, payroll, and employee inquiries.
• Technical Skills:
• Proficiency in the ServiceNow HRSD module, including knowledge of HR-specific service catalogs, HR cases, and knowledge management.
• Familiarity with ServiceNow workflows, reporting, and task management tools.
• Strong understanding of HR service delivery processes and how they are mapped within ServiceNow.
• Communication Skills:
• Excellent communication skills, both written and verbal, to communicate with employees and HR teams effectively.
• Ability to explain HR processes and ticket statuses to non-technical employees in a clear and professional manner.
• Problem-Solving Skills:
• Strong analytical and troubleshooting skills to categorize, prioritize, and resolve or route HR issues efficiently.
• Organization & Attention to Detail:
• Ability to handle multiple tickets simultaneously while maintaining high attention to detail and accuracy.
• Strong organizational skills to manage and track HR requests from intake to resolution.
• Certifications:
• ServiceNow Certified System Administrator (CSA) or ServiceNow Certified Application Developer (CAD) (preferred, but not required).
• ITIL Foundation certification (preferred).
• HR Knowledge:
• Understanding of HR concepts, including employee lifecycle management, benefits, compensation, and employee relations.

Pointers to note:

Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions. Original Government ID card is must for Security Clearance.

Regards,

Infosys BPM Recruitment team.