HCS Senior HR Service Delivery Analyst

Job Description

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:
This position serves as the HCS Senior HR Service Delivery Analyst, responsible for the analysis, data integrity, reporting, and optimization of the ServiceNow HR Service Delivery (HRSD) platform. The role supports ServiceNow case metrics, workflows, reporting, system testing, user/group administration, and knowledge management, ensuring accurate data, regulatory compliance, and high-quality HR service delivery. The ideal candidate must have ServiceNow experience. This position follows a hybrid schedule and requires onsite presence one to two times a week.

Responsibilities:
HR Systems & Strategic Data Management: Act as the primary service delivery analyst and subject matter expert for the ServiceNow HR Service Delivery platform. Lead governance and strategic maintenance of HR Service Delivery data within ServiceNow, ensuring data integrity and alignment with organizational goals. Oversee complex data validation, audits, and system workflow approvals to identify and correct data inconsistencies. Ensure compliance with confidentiality, regulatory standards, and HR data governance requirements. Develop and optimize reporting frameworks to deliver actionable HR analytics that support executive decision-making.
Problem Solving, Implementation & Change Leadership: Provide expert guidance on optimizing HR Service Delivery workflows and data management practices within ServiceNow. Lead and coordinate system testing efforts, including configuration, data conversion, and regression testing. Support major ServiceNow enhancements and HR system integrations. Drive knowledge transfer and change management initiatives to ensure adoption of system and process improvements across HR teams.
Audit, Compliance & Risk Management: Champion data integrity initiatives and ongoing compliance audits across HR systems. Proactively identify compliance risks and lead corrective action plans to ensure sustained data accuracy. Partner with HR leadership and compliance teams to ensure HR databases and ServiceNow case data meet all governance and audit requirements.
Advanced Measurement & Business Analysis: Apply advanced analytical expertise to diagnose complex HR service delivery challenges and identify root causes. Design and implement sustainable process enhancements based on data-driven insights. Lead evaluation and measurement of HR process improvement initiatives using advanced analytics, metrics, and ServiceNow reporting tools. Communicate strategic insights and recommendations to senior leaders to influence HR operational strategy.
Complex Case & Escalation Management: Manage and resolve complex Tier II and escalated employee cases in ServiceNow. Ensure timely, accurate case resolution in compliance with HR policies and procedures. Review and approve sensitive data changes, enforcing strict adherence to audit controls and business rules. Serve as a point of escalation for HR Service Delivery challenges. Provide mentorship and technical guidance to junior analysts.
Leadership in Tools, Methodologies & Technology: Advocate for and implement best practices in use of the ServiceNow HR Service Delivery suite and related HR technologies. Monitor emerging HR technologies and trends to recommend and lead adoption of innovative tools and methodologies. Serve as a subject matter expert and mentor for HR systems and ServiceNow capabilities. Foster continuous improvement and capability development within the HR Service Delivery team.
Collaboration and Communication: Build and sustain strong partnerships across HR, IT, and key functional partners to ensure cohesive HR service delivery. Maintain clear, timely, and consistent communication to align stakeholders on hiring requirements, documentation standards, and process expectations. Serve as a trusted advisor and liaison, translating complex HR system, data, and compliance requirements into actionable guidance for cross?functional partners. Promote transparency and shared accountability by fostering open dialogue and collaborative problem?solving across teams.
Confidentiality and Data Security: Handle sensitive teammate information and confidential HR initiatives with the utmost confidentiality and adhere to data security protocols. Ensure compliance with data protection regulations and company policies.

Other Information

Other information:
Education Requirements:
Bachelor's degree required.
Licensure/Certification Requirements:
ServiceNow certifications preferred (HR Service Delivery).
Professional Experience Requirements:
Requires four (4) years of relevant experience in HR systems, HR service delivery, data management, analytics, or related experience.
Knowledge/Skills/and Abilities Requirements:
Strong organizational, analytical, and problem?solving skills with high attention to detail.
Effective written, verbal, and interpersonal communication skills across teams and levels.
Advanced Excel proficiency, including VLOOKUPs (or equivalent functions).
Ability to manage multiple priorities independently while handling confidential information with sound judgment.

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: HR Customer Service Center

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range: $28.87 - $41.50 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Hybrid

Work Schedule: Day Job

Location of Job: US:NC:Morrisville

Exempt From Overtime: Exempt: Yes

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email [email protected] if you need a reasonable accommodation to search and/or to apply for a career opportunity.