HR Service Delivery Analyst

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 is responsible for providing analysis, quality and accuracy of employee data and ServiceNow metrics. The HR Service Delivery Analyst will monitor cases and calls for trends and determine additional resources needed. Researches and corrects human resources related data to ensure data integrity and eliminate errors through downstream processing. Runs queries and performs audits to support risk, audit and data privacy compliance. Completes data changes and data validation activities to support the HR function. Maintains the HR users and HR groups and performs system testing of new functionality and forms. Prepares and delivers training on the Service Now system.

Responsibilities:
1. HR Systems & Data Management - Support ongoing maintenance and accuracy of HR Service Delivery data within ServiceNow, including organizational and employee-level information. Validate, audit, and correct data to maintain accuracy, confidentiality, and compliance with HR policies. Review workflow approvals in ServiceNow to identify incomplete, inaccurate, or improperly formatted data, ensuring all changes are finalized correctly. Maintain reporting datasets and contribute to HR analytics by processing and updating information for tracking and decision-making.
2. Audit & Compliance - Perform regular data audits within HR systems to validate accuracy and integrity of employee services data. Support compliance activities by assisting in the monitoring, documentation, and resolution of discrepancies. Ensure HR-related databases and ServiceNow records meet governance standards.
3. Measurement & Analysis - Identify HR service delivery or system-related process issues, analyze root causes, and recommend improvements. Support measurement of process improvement initiatives using available HR analytics and ServiceNow reporting tools. Present findings and insights to inform decision-making within the HR Services team.
4. Problem Solving & Implementation - Partner with HR teams to recommend solutions that improve process efficiency and accuracy in ServiceNow workflows. Assist in testing HR Service Delivery configurations, updates, and enhancements within ServiceNow, including data conversion and regression testing. Provide documentation and knowledge sharing to support smooth adoption of system improvements.
5. Case Management Support - Manage and resolve ServiceNow related to teammate data updates or HR service requests. Review and approve requested data changes to ensure adherence to defined HR processes and business rules. Provide timely user support by updating case status and communicating progress to employees or HR partners.
6. Knowledge Management - Develop, maintain, and update knowledge articles and documentation within the ServiceNow Knowledge Base to support HR service delivery and case resolution. Ensure knowledge resources are accurate, accessible, and aligned with current HR policies and system processes. Promote self-service capabilities by enhancing the quality and usability of knowledge content for employees and HR staff.
7. Tools, Methodologies & Technology - Leverage ServiceNow HR Service Delivery tools to enhance case management, reporting, and process efficiency. Demonstrate adaptability in learning and applying new ServiceNow functionalities, HR technologies, and analytical tools. Contribute to continuous improvement efforts by suggesting enhancements that improve the employee self-service experience and HR operations.

Other information:
Education Requirements:
* Bachelor's degree in a related field.
Licensure/Certification Requirements:
* None required.
Professional Experience Requirements:
* Requires two (2) years of related experience.
Knowledge/Skills/and Abilities Requirements:
* Demonstrated ability to interface with both internal and external business partners and act as liaison when needed.
* Capable team facilitation, process improvement, data analysis, quality assurance skills.
* Excellent organization skills, strong attention to detail, and process oriented. Intermediate to advanced proficiency with Excel.
* Excellent interpersonal skills including written and oral communication.
* Ability to identify and resolve exceptions and to interpret data.
* Demonstrated ability to maintain a confidential work environment, including handling issues with discretion and good judgment.
* Ability to manage workload and achieve results with minimal supervision.

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: HR Customer Service Center

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$24.98 - $35.91 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 applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.