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
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About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
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