HR ServiceNow Functional Project Lead (Servicenow HRSD)

CBRE; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

CBRE is leading a multi-year HR transformation program focusing on ServiceNow HR Service Delivery, Knowledge Management, and related integrations. The HR Platform Project Lead will guide cross-functional teams, ensure requirement gathering, and drive process improvements to enhance employee experiences globally.

Reporting to the Global Tower Lead, this role collaborates with regional teams and Enterprise Platform Teams to align People Processes with governance standards and corporate

Qualifications

• Hands on experience with People Systems and Processes including ServiceNow.
• 3-5 years’ experience with change, process improvement, or deployment projects.
• Experience guiding initiatives and stakeholders through change and process improvement.
• Experience in Process Mapping, Continuous Improvement, Lean, Six Sigma and Solution Design preferred but not essential.
• Stakeholder and Project Management experience.

Responsibilities

• Provide guidance to project teams for new initiatives across platform including case, portal and knowledge solutions and follow through to implementation and Hypercare.
• Ensure full gathering of requirements for enhanced functionality and workflows.
• Own and manage development of test scripts and UAT across the programme.
• Review existing processes, identify bottlenecks, and recommend process and product improvements.
• Document new processes and workflows per CBRE standards and solve platform challenges.
• Collaborate with regional teams to ensure governance alignment with D&T, Finance, Audit, SOX and Data Governance.
• Maintain platform documentation and SOPs; coordinate internal platform knowledge.
• Deliver through design, documentation, and production migration protocols.
• Provide regular status updates to Tower Leader and stakeholders.

Skills

People Systems

Process Mapping

Project Management

Stakeholder Management

Problem Solving

Communication at all levels

Education

Bachelor's degree in People/IT or related field

Tools

ServiceNow

Job description

Location: EMEA

The HR ServiceNow Platform Project Lead will be responsible for delivering on initiatives across a multi year transformation programme.

Duration: 12 months FTC

Location: EMEA

The HR ServiceNow Platform Project Lead will be responsible for delivering on initiatives across a multi year transformation programme.

The role reports to the Global Tower Lead, People Case Solutions, and partners strongly with the Project Workstreams, Regional People Operations Teams, and Enterprise Platform Teams, including Digital & Technology.

The role is responsible for partnering and delivering items related to a multi-year Global HR Transformation Programme to align People Processes and Systems. The role will focus on delivering changes required to enable the global alignment and associated improvemenst across People Case Solution. The role will collaborate with other People Process Towers and People Services Teams to identify process gaps and opportunities to simplify and enhance the employee experiences when using ServiceNow (Case Management and Knowledge).

The role will focus on the following products: ServiceNow HR Service Delivery, Knowledge Management, Employee Service Centre and related integrations.

What You Will Be Doing

• Responsible for providing guidance and direction to project and people teams for new initiatives across platform including case, portal and knowledge solutions and following through to implementation and Hypercare
• Ensuring full gathering of requirements for enhanced functionality, procedures/protocols, process and workflows, approver levels and decision points
• Own and manage the development of test scripts and UAT across the programme
• Combines experience and a critical eye to review and analyze existing processes, identifying bottlenecks, along with making recommendations for process and product improvements to deliver world class employee experience.
• Follows the global CBRE global standards to document new processes and workflows and to problem solve through existing process and product challenges.
• Works with internal stakeholders to assess and identify areas of improvement within their tower process and product landscape, ensuring all product and process initiatives are consistent with governance standards and are aligned with D&T, Finance, Audit, SOX, Data Governance, other corporate functions, and statutory requirements.
• Has a solid technical understanding of the products within their tower, maintains and coordinates on Internal Platform documentation and business SOP documents as required.
• Leverages design, documentation, and implementation techniques to deliver world-class process solutions, including business requirements, testing, documentation, and production migration protocols.
• Maintains the Platform workstack in accordance with Platform governance standards and provides regular and frequent status updates to their Tower Leader / Stakeholders of the progress on all initiatives they are working on.
• Escalates any follow-up and more in-depth discussions with secondary stakeholders, process and platform users where required.
• Identifies training documentation needs, documents as required, and communicates to Platform support team and other stakeholders.

What you will need to apply

• Hands on experience with People Systems and Processes which must include ServiceNow.
• Bachelor's degree (BA/BS) in People, IT, or a related field of study preferred with a minimum of 3-5 years’ experience.
• Experience with functionality design requirements and implementation best practices.
• Experience guiding initiatives and stakeholders though change and process improvement.
• Experience and qualifications in Process Mapping, Continuous Improvement, Lean, Six Sigma and Solution Design principles preferred but not essential.
• Stakeholder and Project Management experience.
• Expertise in thinking critically to solve problems with practical solutions.
• Ability to coordinate, prioritize and simultaneously balance multiple issues while communicating at all levels in the organization.
• Customer-service oriented approach to problem solving and gathering feedback to determine continuous improvements.
• Experience working within a Shared Services or centralised operating environment for a global company.

Why CBRE

When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values — respect, integrity, service and excellence — and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants.

Applicant AI Use Disclosure

We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decisions, and we ask that candidates disclose any use of AI in the application and interview process.