Senior Analyst, P&C Knowledge & Service Delivery

Aristocrat Gaming; Las Vegas (NV); On-site; USD 90,000 - 130,000; Full time

Job summary

Aristocrat Gaming is seeking a P&C Knowledge Management Specialist to support service delivery within People & Culture operations in Las Vegas. You will develop and maintain knowledge articles, test plans, and process documentation while acting as a Tier 3 SME for complex issues.

You will partner with internal teams and external partners to gather requirements, drive process improvements, and ensure compliant, efficient service delivery across the organization.

Qualifications

• Bachelor’s degree or equivalent experience.
• 4+ years in P&C/HR operations or an HR service delivery environment.
• Hands-on experience with requirements gathering and documentation.
• Experience supporting testing and system updates.
• Strong organizational skills and ability to multitask.
• Ability to work independently with minimal supervision.
• Strong attention to detail and process adherence.
• Experience with ServiceNow or similar platforms.
• Experience supporting Tiered service delivery models (Tier 1–3).
• Exposure to HR systems or case management tools.

Responsibilities

• Liaise with collaborators to gather and detail business requirements, translating them into clear functional requirements for system and process changes.
• Conduct process discovery and requirements gathering sessions, detailing current workflows, identifying gaps, and capturing detailed requirements.
• Build and maintain test plans, test cases, and test scripts, and support execution of testing activities including user acceptance testing (UAT).
• Build, update, and maintain knowledge articles and process documentation for in-scope P&C services.
• Coordinate the planning and implementation of projects and initiatives, collaborating across teams, vendors, and P&C Operations to include progress tracking, sharing updates, and completion of deliverables.
• Serve as a Tier 3 Subject Matter Expert, handling issues that have been advanced and providing resolution support for complex cases.
• Help maintain consistency and standardization across processes, raising issues or risks as needed.
• Support compliance and reporting efforts within the Service Delivery team.

Skills

Requirements gathering

Documentation

Process support

Testing support

HR operations

Independent work

Attention to detail

Organizational skills

ServiceNow experience

Tier 1–3 support

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

ServiceNow

HR case management tools

Job description

Aristocrat Gaming is seeking a P&C Knowledge Management Specialist to support service delivery within People & Culture operations in Las Vegas. You will develop and maintain knowledge articles, test plans, and process documentation while acting as a Tier 3 SME for complex issues.

You will partner with internal teams and external partners to gather requirements, drive process improvements, and ensure compliant, efficient service delivery across the organization.