Responsibilities:
- Facilitate and document requirements workshops with Hong Kong HR stakeholders across all centres of excellence (COEs)
- Translate business requirements into ServiceNow HRSD configuration specifications and process maps
- Maintain a live requirements traceability matrix
- Document as-is HR processes, identify gaps, and map to to-be ServiceNow workflows including Hong Kong-specific routing rules and SLA tiers
- Collaborate with the Knowledge Manager to draft, structure, and quality-review knowledge base (KB) articles for the Hong Kong market
- Ensure knowledge articles are tagged by COE, service category, and audience type to support NowAssist AI auto-resolution
- Liaise with HR subject matter experts to validate accuracy of compensation, benefits, and policy content
- Support AI-readiness review processes for chatbot integration of knowledge articles
- Prepare and execute UAT test scripts covering Hong Kong-specific service categories, bilingual queue routing, and SLA enforcement
- Log, triage, and track defects in ServiceNow and coordinate resolution with offshore delivery teams
- Obtain formal sign-off from HR stakeholders at each test cycle gate
- Work with the business stakeholders to deliver change impact assessments and readiness surveys for HR agents
- Capture stakeholder and agent feedback post-training and update knowledge base content
- Maintain action logs, decision registers, and weekly status summaries for the Hong Kong workstream
- Coordinate with ServiceNow Architect and offshore teams to resolve configuration and integration issues
- Escalate risks and issues to the Engagement Manager in a structured and timely manner
- Participate in daily standups, sprint ceremonies, and governance checkpoints as the Hong Kong BA representative
Qualifications and Skills:
- Degree in Information Technology, Business Administration, Human Resources, or a related discipline
- Good understanding of ServiceNow HRSD or ITSM modules
- Hands-on exposure to case management, knowledge management, or service catalogue configuration is a strong advantage
- Good analytical and documentation skills to translate HR process requirements into structured ServiceNow configuration specifications
- Good facilitation and communication skills in English with the ability to run requirements workshops and UAT sessions
- Cantonese fluency strongly preferred for engagement with Hong Kong HR stakeholders
- Good attention to detail with a methodical approach to test script writing, defect tracking, and sign-off documentation
- Good organisational skills with the ability to manage parallel workstreams across multiple COEs and meet sprint-based milestones
- Good working knowledge of Microsoft Office suite and familiarity with ServiceNow reporting or Performance Analytics is an advantage
- Fair exposure to HR processes such as Talent Acquisition, Reward & Performance, or Learning and Development within regulated environments is advantageous
- Fair understanding of Knowledge Management lifecycle (Draft → Review → Published → Retired) and taxonomy design
- Fair familiarity with Agile and Scrum methodologies including sprint planning, retrospectives, and daily standups
- Basic understanding of HRIS platforms such as Workday and integration with ServiceNow
- Fair awareness of AI-assisted HR tooling including conversational AI, intent libraries, and knowledge deflection metrics
- ServiceNow Certified System Administrator (CSA) or HR Fundamentals certification is advantageous
- ITIL Foundation (v3 or v4) certification is advantageous
#LI-AL1
La Comunidad Cognizant:
Somos un equipo que se aprecia y apoya mutuamente. Nuestros asociados trabajan en un entorno colaborativo e integrador en el que todos pueden prosperar.
- Cognizant es una comunidad global con más de 300.000+ asociados en todo el mundo.
- No solo soñamos con un mundo mejor, sino que trabajamos para hacerlo realidad.
- Cuidamos de nuestros asociados, clientes, socios, comunidades y entorno haciendo lo correcto.
- Fomentamos un entorno innovador en el que puedes desarrollar tu carrera profesional.
Acerca de nosotros
Cognizant (NASDAQ: CTSH) es arquitecto de soluciones de IA y proveedor de servicios tecnológicos que traduce la inversión en inteligencia artificial en valor empresarial real mediante soluciones de IA de stack completo adaptadas a cada cliente. Su profundo conocimiento de la industria, los procesos y la ingeniería le permite integrar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan un impacto real en el negocio y mantienen a las grandes empresas globales un paso adelante en un mundo en constante cambio. Para más información, visita www.cognizant.es o síguenos en @cognizant.
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
Advertencia:
La información sobre remuneración es exacta a la fecha de esta publicación. Cognizant se reserva el derecho a modificar esta información en cualquier momento, sujeto a la legislación aplicable.Es posible que los candidatos deban asistir a entrevistas en persona o por videoconferencia e, incluso, que tengan presentar su documento de identidad vigente, durante cada entrevista.