HR Advisory Specialist - ServiceNow

Ernst & Young Advisory Services Sdn Bhd; Łódź; On-site; PLN 90,000 - 130,000; Full time

Benefits offered by this job

Continuous learning

Flexible career opportunities

Diversity & inclusion

Job summary

EY Global Delivery Services (GDS) is seeking an HR Service Specialist focused on ServiceNow to deliver first-line HR support to employees and managers. You will manage HR cases, support lifecycle processes, and ensure accurate administration and timely resolution using ServiceNow or other HR systems.

You will handle onboarding, data changes, leaves, and offboarding, while guiding stakeholders on policies and self-service options.

Qualifications

• 2–3 years of experience in HR Operations, HR Shared Services, Administration or a similar employee support role.
• Experience providing first-line HR support and managing employee queries, requests or cases.
• Experience working with ServiceNow or other HR systems.
• Understanding of employee lifecycle processes, including onboarding, employee changes, leave administration and offboarding.
• Ability to interpret and communicate standard HR policies and procedures clearly and accurately.
• Strong communication and stakeholder management skills with a customer-focused approach.
• Ability to manage multiple priorities while maintaining accuracy, confidentiality and meeting deadlines.
• Good analytical and problem-solving skills.
• Fluent English, written and spoken.

Responsibilities

• Provide first-line HR advisory support to employees and managers through HR service channels.
• Manage HR cases, requests and tickets in ServiceNow or other HR systems with timely resolution.
• Support onboarding, data changes, leaves, and offboarding in employee lifecycle processes.
• Process HR transactions and maintain accurate, confidential employee records.
• Guide employees and managers on HR policies and self-service options.

Skills

ServiceNow

Communication

Stakeholder management

Analytical thinking

Problem solving

Time management

Tools

ServiceNow

HR systems

Microsoft Excel

Job description

The opportunity

As an HR Service Specialist with a focus on ServiceNow, you will deliver first-line HR support to employees and managers, manage HR cases and support employee lifecycle processes. You will use ServiceNow or other HR systems to ensure accurate administration, timely case resolution and a consistent employee experience.

Your key responsibilities

• Providing first-line HR advisory support to employees and managers through HR service channels, responding to queries related to HR processes, policies, systems and employee lifecycle activities.
• Managing HR cases, requests and tickets in ServiceNow or other HR systems, ensuring accurate categorization, documentation, ownership and timely resolution in line with service level agreements.
• Supporting employee lifecycle processes, including onboarding, employee data changes, job changes, leaves of absence, benefits administration and offboarding.
• Processing HR transactions and maintaining employee records with a high level of accuracy, confidentiality and attention to detail.
• Guiding employees and managers on standard HR policies, procedures, self-service options and available knowledge resources.
• Preparing and maintaining employee documentation, letters, templates, case notes and process records in line with company standards and compliance requirements.
• Escalating complex, sensitive or non-standard cases to the relevant HR teams while ensuring effective follow-up and communication.
• Identifying recurring issues, knowledge gaps and opportunities to improve HR case management, workflows and employee self-service.
• Collaborating with HR teams, stakeholders and business partners to ensure consistent and effective HR service delivery.

Skills and attributes for success

To succeed in this role, you will bring a service-oriented mindset, strong organizational skills and confidence in handling employee queries. You enjoy solving problems, working with HR systems and delivering a reliable employee experience in a dynamic environment.

To qualify for the role, you must have

• 2–3 years of experience in HR Operations, HR Shared Services, Administration or a similar employee support role.
• Experience providing first-line HR support and managing employee queries, requests or cases.
• Experience working with ServiceNow or other HR systems.
• Understanding of employee lifecycle processes, including onboarding, employee changes, leave administration and offboarding.
• Ability to interpret and communicate standard HR policies and procedures clearly and accurately.
• Strong communication and stakeholder management skills with a customer-focused approach.
• Ability to manage multiple priorities while maintaining accuracy, confidentiality and meeting deadlines.
• Good analytical and problem-solving skills.
• Fluent English, written and spoken.

Ideally, you’ll also have

• Practical experience with ServiceNow HR Service Delivery, HR case management, Employee Center or knowledge management.
• Experience working in a shared services, global business services or international environment.
• Knowledge of HR service delivery principles, case categorization, service level agreements and escalation paths.
• Experience supporting process improvement, documentation management or knowledge management initiatives.
• Proficiency in Microsoft Office tools, particularly Excel.

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across nine locations – Argentina, Hungary, India, the Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture:You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

About EY

EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.

Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.

Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.

The exceptional EY experience. It’s yours to build.

In compliance with the requirements of the Whistleblower Protection Act, our company has established the Procedure for reporting breaches of law and undertaking appropriate follow-up actions. Any misconduct should be reported through the EY Ethics Hotline.

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.