Digital HR Operational Support

About the role

You will help ensure smooth day-to-day service delivery by managing ticket operations, SLA performance, case management, and operational ServiceNow activities. This is a mid-level service delivery role focused on service management, operational excellence, and process discipline , rather than deep ServiceNow platform configuration.

What you'll do

• Manage day-to-day ServiceNow ticket operations, including triage, prioritization, routing, and progression
• Manage cases to resolution or escalation within defined SLAs, ensuring clear requester communication and accurate documentation
• Monitor SLA performance, identify risks, and support improvements in resolution and reopen rates
• Maintain knowledge articles, service catalogue items, and standard responses
• Support ServiceNow HRSD operational administration across catalogue, workflows, knowledge, and reporting

What you need

• ServiceNow
• Any graduate

Good to have

• ITIL
• Workday