Lead Support Analyst I

The HR Systems & ServiceNow Operations Lead is responsible for the operational leadership governance support workforce management and continuous improvement of the organizations HR technology ecosystem including Workday ServiceNow HR workflows and associated HR applications and integrations. The role ensures stable secure compliant and efficient service delivery while leading a global operations team and partnering closely with HR IT vendors and business stakeholders. The role also supports the organizations strategy to align HR and ServiceNow service delivery under a unified operational model.

Roles & Responsibilities

• Lead Operational Service Delivery for Workday HR applications ServiceNow HR and ITSM modules and related platforms ensuring service availability performance and SLA compliance.
• Manage Global Support Teams including workforce planning resource allocation performance management cross-training and capability development
• Own Rostering and Shift Management including support schedules on-call rotations leave planning handovers and support coverage across multiple regions and time zones.
• Oversee Workday and HR Application Operations including production support releases issue resolution governance and continuous improvement initiatives.
• Lead ServiceNow Operations for HR and ITSM Service Delivery workflows service requests knowledge management platform upgrades and service optimization.
• Manage Integrations and Automation between Workday ServiceNow and other enterprise systems driving efficiency through process automation and workflow improvements.
• Ensure Governance Security and Compliance by managing audits User Access Reviews (UAR) Segregation of Duties (SoD) operational controls and remediation activities.
• Manage Vendors and Stakeholders acting as the primary point of contact between HR IT business leaders and service providers while ensuring delivery against agreed service commitments.
• Drive Continuous Improvement and Innovation through standardization knowledge management operational excellence AI adoption and automation initiatives.
• Provide Operational Governance and Reporting including KPI management service performance reviews risk management capacity planning and strategic roadmap execution.

Essential

• Bachelors degree in information technology Computer Science or related discipline.
• 8 years of experience supporting enterprise applications including HR systems and Service Management platforms.
• 3 years of leadership experience managing application support or operations teams.
• Experience with Workday ServiceNow or comparable SaaS enterprise platforms.
• Strong understanding of ITIL practices service operations incident management change management and problem management.
• Experience managing vendors and global support teams.

Preferred

• Workday certification(s).
• ServiceNow Administrator or HR Service Delivery certification.
• ITIL Foundation or higher certification.
• Experience with HR processes integrations and automation platforms.
• Experience supporting global organizations with multi-region operations.

Explore the rewards and benefits that help you thrive at every stage of your life and your career.

This includes:

• Comprehensive life insurance coverage.
• Premium medical insurance for you and your dependents.
• Generous annual leave balance.
• Flexible and hybrid work solutions.
• Remote work opportunities outside of country.
• Company gratuity scheme.
• Discretionary bonus program.
• Relocation assistance.
• Employee Wellbeing Program: 24/7 access to specialists in finance legal matters family care personal health fitness and nutrition.

Seize every opportunity to sharpen your skills expand your expertise and be recognized for the impact you make.

Were AtkinsRéalis a world-class engineering services and nuclear organization. We connect people data and technology to transform the worlds infrastructure and energy systems. Together with our industry partners and clients and our global team of consultants designers engineers and project managers we can change the world. Were committed to leading our clients across our various end markets to engineer a better future for our planet and its people.

Find out more.

At AtkinsRéalis we seek to hire individuals with diverse characteristics backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender ethnic or national origin sexual identity and orientation age religion or disability but enriches itself through these differences.