Digital HR Operational Support

Lonza; Hyderabad; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Lonza is seeking a mid-level Digital HR Operational Support in Hyderabad to ensure smooth service delivery via ServiceNow ticket operations, SLA monitoring, and case management. The role emphasizes service management, operational excellence, and process discipline rather than deep configuration.

You will manage tickets, escalations, and knowledge management while coordinating across global Digital HR teams to ensure timely, well-documented requests and reliable HRSD operations.

Qualifications

• 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.

Responsibilities

• 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.

Skills

ServiceNow

ITSM

HRSD

SLA Management

Ticketing

Stakeholder Communication

Education

ITIL certification

Tools

ServiceNow HRSD

ServiceNow ITSM

Job description

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.