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Senior People & Culture Service Delivery Analyst
Aristocrat. Liaise with collaborators to gather and detail business requirements, translating them into clear functional requirements for system and process changes .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in requirements gathering, process documentation, and testing support within P&C operations. Proficient in managing projects and collaborating with teams to ensure successful implementation and compliance.
Highest-signal resume keywords
Requirements GatheringProcess DocumentationUser Acceptance Testing (UAT)ServiceNow ExperienceP&C Operations Expertise
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Requirements GatheringProcess SupportTesting SupportProject ManagementDocumentationWorkflow AnalysisKnowledge Article MaintenanceCompliance SupportService Delivery ModelsCase Management Tools
Soft Skills
Strong Organizational SkillsAttention to DetailIndependent WorkCollaboration
Tools & Technologies
ServiceNowHR SystemsTesting Tools
Industry Keywords
P&C OperationsHR Service DeliveryShared ServicesProcess StandardizationProject Coordination
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- 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, documenting current workflows, identifying gaps, and capturing detailed requirements
- Build and maintain test plans, test cases, and test scripts, and support testing activities including user acceptance testing (UAT)
- Build, update, and maintain knowledge articles and process documentation for in-scope P&C services
- Coordinate planning and implementation of projects and initiatives across teams, vendors, and P&C Operations
- Track project progress, share updates, and complete deliverables
- Serve as a Tier 3 Subject Matter Expert, handling advanced issues and providing resolution support for complex cases
- Maintain consistency and standardization across processes, raising issues or risks as needed
- Support compliance and reporting efforts within the Service Delivery team
- Collaborate with internal teams and external partners to implement projects and initiatives successfully
Requirements
What you’ll need- Bachelor’s degree or equivalent experience
- 4+ years of experience in P&C/HR operations, shared services, or an HR service delivery environment
- Hands-on experience with requirements gathering, documentation, and process support
- Experience supporting testing, system updates, or operational implementations
- Strong organizational skills and ability to manage multiple tasks in a structured environment
- Ability to work independently with minimal day-to-day direction
- 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
Benefits
Comp & perks- Annual bonuses and incentives may be available depending on role and location
- Health and wellbeing benefits
- Paid time off
- Retirement plans
- Insurance coverage
- Other local or statutory benefits
- Comprehensive pay and benefits package
- Pay-for-performance compensation approach