Description

• 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

• 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