Digital HR Operational Support

Lonza Group Ltd.; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Lonza Group Ltd. invites applications for a Digital HR Operational Support based in Hyderabad, India. You will manage ServiceNow ticket operations and SLA performance within the Digital HR Service Operations pillar, coordinating across time zones to ensure smooth day-to-day service delivery.

The role emphasises service management, operational excellence, and process discipline rather than deep ServiceNow configuration, with exposure to HRSD/ITSM workflows and reporting.

Qualifications

• Experience in service desk or service operations in ITSM/HR service environment.
• Hands-on ServiceNow HRSD or ITSM experience is preferred.
• Understanding of SLAs, incident and request management, and escalation processes.
• Experience with ServiceNow catalogue, workflows, knowledge, and reporting.

Responsibilities

• Manage day-to-day ServiceNow ticket operations including triage, prioritization, routing and progression.
• Handle cases to resolution or escalation within defined SLAs with clear requester communication.
• Monitor SLA performance and support improvements in resolution and reopen rates.
• Maintain knowledge articles, service catalogue items, and standard responses.
• Support ServiceNow HRSD administrative tasks across catalogue, workflows, knowledge, and reporting.

Skills

ServiceNow HRSD/ITSM

SLA management

Ticket operations

Case management

Documentation

Stakeholder coordination

Tools

ServiceNow

Workday HR processes

Now Assist

Job description

Digital HR Operational Support

Location: Hyderabad, India Function: Digital HR | Hyderabad Delivery

Join Lonza's Digital HR team as a Digital HR Operational Support, supporting the Service Operations pillar within our Hyderabad delivery capability. You will help ensure smooth day-to-day service delivery by managing ticket operations, SLA performance, case management, and operational ServiceNow activities. This is a mid-level service delivery role focused on service management, operational excellence, and process discipline, rather than deep ServiceNow platform configuration.

What you will do

• Manage day-to-day ServiceNow ticket operations, including triage, prioritization, routing, and progression.
• Manage cases to resolution or escalation within defined SLAs, ensuring clear requester communication and accurate documentation.
• Monitor SLA performance, identify risks, and support improvements in resolution and reopen rates.
• Maintain knowledge articles, service catalogue items, and standard responses.
• Support ServiceNow HRSD operational administration across catalogue, workflows, knowledge, and reporting.
• Produce service reports and highlight recurring issues, trends, and improvement opportunities.
• Coordinate ticket resolution, escalation, and handovers across Digital HR teams and time zones.
• Ensure well-triaged and documented requests reach the appropriate specialists.

What we are looking for

• Experience in service desk, service delivery, or service operations within an ITSM or HR service environment.
• Hands-on experience with ServiceNow, preferably HRSD or ITSM.
• Good understanding of SLAs, incident/request management, ticket prioritization, case management, and escalation.
• Experience working with ServiceNow catalogue, workflows, knowledge management, and reporting.
• Strong process and quality mindset with a focus on continuous improvement.
• Strong written communication and stakeholder coordination skills.
• Ability to work effectively within defined SLAs in a global delivery environment.
• Preferred ServiceNow HRSD/ITSM or ITIL certification.
• Exposure to Workday HR processes.
• Exposure to Now Assist or service automation.
• Experience in a Global Capability Centre or offshore delivery environment.

About Lonza

At Lonza, our people are our greatest strength. Working across sites and functions, our globally connected teams help our customers bring life-changing therapies to patients around the world. We offer an inclusive environment where employees can collaborate, grow, and make a meaningful impact.