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Senior Shared Services Coordinator | People Function – HR Shared Services Location: Hyderabad Office (expectation to work until 12 PM Pacific Time to accommodate global time zones) / Till 1 AM IST (Transport Provided) Reports To: Manager, Shared Services Operations Role Overview As a member of the Operational Excellence team, this role plays a pivotal part in supporting and improving HR service delivery. The Senior Shared Services Coordinator focuses on process standardization, system optimization, knowledge base development, reporting, change management, and operational execution. The role closely partners with People Advisory Team, People Systems, IT, and other stakeholders to support HR Service Delivery platforms, including current use of ServiceNow HR Service Delivery as the primary system for HR case management, ticketing, approval workflows, audit processes, and workflow automation within the HR operating model, ensuring processes are efficient, consistent, compliant, and scalable. Responsible for driving operational initiatives, maintaining process documentation, supporting change management, and turning insights into actionable improvements This is a global role, requiring collaboration with teams across multiple regions. The Senior Shared Services Coordinator will balance both global and regional responsibilities, ensuring alignment between global standards and local requirements. In This Role You Will Process Operational Excellence: Lead and optimize HR operational processes, with a strong focus on designing, improving, and automating workflows to ensure efficiency, accuracy, and compliance Document, maintain, and improve workflows using Lucidchart (or equivalent tool) Identify and resolve operational inefficiencies, gaps, and bottlenecks through process redesign and continuous improvement Ensure HR processes are consistently designed and embedded into HR service delivery workflows across systems Take ownership of assigned operational initiatives, driving improvements from design through implementation Leverage automation and AI tools to modernize HR workflows Policy Enablement Knowledge Base: Translate HR policies into operational procedures, SOPs, and knowledge base content Build, expand, and maintain the HR knowledge base, ensuring content is accurate, actionable, and aligned with current HR processes Partner with HR teams to provide guidance, updates, and training materials for HR documentation and system usage Explore and apply AI-enabled tools to improve knowledge management and documentation HR Service Delivery Systems: Support and enhance HR service delivery platforms, including ServiceNow HR Service Delivery and other workflow systems used to manage HR cases, approvals, and automation Experience with HR service delivery or workflow platforms such as ServiceNow, Salesforce, or similar systems used to design, configure, and optimize HR case management, approval workflows, and automation Ensure data integrity within HR systems through regular audits and reviews Provide training and guidance to HR teams on system usage, workflows, and best practices Drive continuous improvement of HR workflows and system-enabled processes Reporting, Metrics Project Execution: Design, maintain, and continuously improve HR reports, dashboards, and data analytics to support decision-making Track operational initiatives, projects, and process improvements using Asana, ensuring clarity on timelines, responsibilities, and dependencies Identify trends, recurring issues, and opportunities for improvement, and provide clear, data-driven recommendations to leadership Use data, automation, and AI tools to enhance reporting and insights Program Change Management: Lead coordination and delivery of key operational initiatives, ensuring projects stay on track and aligned with business priorities Support change management initiatives related to HR operations, system enhancements, and workflow improvements Drive adoption of new workflows, automation, and digital tools across HR teams Support successful implementation and integration of improved processes and system enhancements You Have Got What it Takes, if You have Bachelor’s degree or equivalent experience 4+ years of experience in HR operations, HR service delivery, HRIS, or HR systems / workflow optimization roles Hands-on experience designing, improving, or automating HR workflows, case management processes, or system-enabled HR processes Experience with HR service delivery or workflow platforms such as ServiceNow, Salesforce, or similar systems used for workflow design and automation Experience with process mapping and workflow design tools such as Lucidchart Experience with project tracking tools such as Asana (or similar platforms) Advanced Excel skills (pivot tables, formulas, dashboards, macros) Experience drafting SOPs, process documentation, or knowledge base content Strong interest or experience in AI tools, automation platforms, or process optimization technologies Strong attention to detail, organizational skills, and cross-functional collaboration Strong ability to execute while being flexible and responsive to evolving business needs #LI-Onsite