Manager, HR Service and Content
Bristol-Myers Squibb
- Hyderabad, Telangana
- Permanent
- Full-time
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams rich in diversity. Take your career farther than you thought possible.Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: .As the Data Custodian and functional manager for the HR components of the enterprise-wide ServiceNow System, this role will primarily focus on the management and oversight of lifecycle events and virtual agent functionality which are utilized across multiple functions in addition to within HR.The Manager is responsible for supporting People Services (PS) usage and performance of ServiceNow HRSD functionality, supporting People Services team members and People Services Leadership Team. The Manager will also use data to identify issues, use large volumes of contact, time, and situational data to design tools and reporting, and will make recommendations for process design and continuous improvement activities based on data.Primary responsibilities include, but are not limited to:
- Collaborate with process owner(s) for global HR onboarding and offboarding orchestration including case, knowledge and content systems.
- Ensure global standards are applied across all processes
- Ensures system functionality meets the business needs globally with a focus on Compliance, Legal, Works Council and country-specific Data Privacy requirements, and defining and executing training and communications strategy. Includes participating in confirming requirements/RFP, tool selection, and identifying resource/operational requirements.
- Support product implementations and upgrades.
- Responsible for testing plans and stakeholder training for the ServiceNow suite of applications, ensuring appropriate risk mitigation plans are in place and operating effectively for business-critical Human Resources processes.
- Author validation documents to support business functional requirements and compliance for 21 CFR Part 11 guidelines.
- Act as subject matter expert for digital onboarding and offboarding functionality and the ServiceNow functionality owned and supported by People Services. Create training materials.
- Monitor and verify integrity and completeness of data collected and work with providers to ensure timely and accurate reporting.
- Support self-service model for questions and issues related to PS technologies through creation of knowledge articles and frequently asked questions (FAQ) resource documents.
- Research and update best practices within and outside the organization to benchmark service metrics and other relevant performance metrics
- Create and maintain materials to support People Services engagement with stakeholders including Human Resources
- Experience working in a global, virtual environment
- Experience with process or workflow automation and/or chat functionality, specifically ServiceNow Lifecycle Event (aka Journey Management) and/or Virtual Agent functionality
- Strong interpersonal skills and ability to build effective working relationships with internal and external stakeholders.
- Strong listening/consulting skills with ability to influence others towards recommendations and outcomes.
- Strong communication skills with ability to communicate effectively, verbally and in writing.
- Strong track record in establishing and driving operational excellence
- Ability to work effectively in a fast-paced environment and manage / prioritize multiple activities
- Excellent analytical skills
- Highly motivated and detail oriented in order to achieve and improve HR Service Center metrics and standards
- Strong creative problem solving and critical thinking skills
- Practical knowledge of regulations such European GDPR.
- Previous work experience where attention to detail and personal accountability were critical to success.
- Successful experience leading cross-functional interactions.
- Proven ability to organize and prioritize multiple and diverse tasks; self-starter with comfort standing alone.
- 2-4 years’ experience as a functional admin or data custodian for ServiceNow HRSD scoped application
- ServiceNow CIS-HR certification a plus
- 1-2 years’ experience with Validation tools, such as QMAS/DocIt, HP ALM preferred
- Experience and understanding of government regulations for data privacy, such as Works Council, GxP, and European GDPR
- Bachelor’s degree
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in an inclusive culture, promoting diversity in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.On-site ProtocolBMS has a diverse occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to . Visit to access our complete Equal Employment Opportunity statement.BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.