Job Title: Program Manager I UBRJP00029308
Location: Hybrid San Francisco CA
Duration: 06 months with possible extension
1.supporting key HR Service Delivery initiatives, focused on delivering a self-service experience for employees and reducing HR ticket volume. Specifically:
- Gen AI pilot: Partner with the People Tech team and HRSD program manager to create the scope and requirements for our Gen AI pilot. This pilot would be focused on testing Gen AI technology for answering common employee HR questions.
Support the creation of the scope and business requirements and review employee HR ticket data and content for pilot. Build and roll out an enablement plan for agents and employees. Create a testing plan and test AI answers. Collect and synthesize feedback, and partner with tech on updates to product
2.HR service delivery documentations and governance: Work closely with technology and Center of Excellence (COE) teams to create comprehensive documentation on processing guidelines, detailed integration setups, backend service configurations, and specific trigger mechanisms ( Eg notifications). Furthermore, define and implement a robust governance process for managing changes to these documented elements. This includes establishing clear roles and responsibilities for documentation ownership and maintenance.
3.ServiceNow HR Service Delivery enhancement requirements capturing and testing: Work with COE to capture all the requirements on enhancement, and work with the technology team to implement and test the changes. HR Service inventory review: Review the existing HR service structure and analyze associated case data to identify causes of high driver case volumes. Formulate recommendations for HR service and content improvements for stakeholders based on findings from the review.
• ServiceNow/Ticketing experience is a STRONGLY PREFERRED.
• Program Management experience
• Delivery Experience
• Cross-functional collaboration
• Data analysis
• HR background (supporting employee questions, people operations)
• Experiences in implementing AI chat bot
• Stakeholder management
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