HR Operations Specialist – Knowledge Management

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Position Summary

This role plays a vital part in supporting Illumina’s HR Service Delivery model by optimizing and managing the ServiceNow platform, specifically focusing on case and knowledge management. You’ll work closely with HR Centers of Excellence (CoEs) like Total Rewards, Talent Acquisition, and Global Mobility, etc. to enhance ServiceNow’s functionality and scalability, ensuring it’s a robust and efficient platform for a centralized HR Service Center. Advance ease of employee self-service functionality across the platform as well.

This Role Is Responsible For

• Architecting a platform to capture and analyze key performance indicators (KPIs) related to Service Delivery. This will provide valuable insights to drive operational excellence and identify trends in workforce needs.
• Advancing ServiceNow as the central hub for global HR inquiry resolution.

Key Responsibilities

Case Management Optimization

• Lead the ongoing optimization of the ServiceNOW HR Case Management system. This includes setting global best practices, establishing standard operating procedures, and ensuring consistent usage across the HR ecosystem as tickets are handed off across multiple teams.
• Collaborate with HR CoE’s to gather requirements, design, and implement ServiceNow workflows that streamline HR processes and improve employee experience.
• Partner with IT to enhance case management infrastructure.
• Partner with the Service Delivery team to create and maintain case-specific templates for standard responses.
• Serve as the ServiceNow subject matter expert within HR, providing training to team members as improvements are identified and monitor adoption.

Knowledge Base Management

• Oversee the HR knowledge base within ServiceNow, a crucial component of our employee self-service strategy.
• Establish a robust governance framework for the knowledge base, ensuring consistent content quality, clear ownership, and alignment with our standards.
• Enhance knowledge organization within the platform, including article routing and approvals, content categories, etc.
• Create and maintain standard templates for knowledge base articles to aid authorship of consistent content creation.
• Monitor accuracy, consistency, and user-friendliness of knowledge base content and analyze usage and feedback to continuously improve the knowledge base.

HR Service Delivery Reporting & Analytics

• Partner with the HR Service Delivery Center team and CoEs to measure and track key HR metrics. This includes case resolution times by Teir level, case volume trends, and knowledge base utilization.
• Analyze data to identify trends, opportunities for process improvement, and efficiency gains within the HR Service Delivery model.
• Present KPI insights to leadership and recommend actionable solutions to enhance service delivery performance.
• Provide quarterly reporting to CoEs to identify case trends and inform the development of new knowledge base articles.
• Establish reporting criteria and SOPs to prevent aged open cases.

Required Skills And Qualifications

• Education: Bachelor’s Degree in Human Resources, a related field, or equivalent experience

• Experience: Minimum of 5 years of experience in HR operations, HRIS, or HR technology support roles.
• Hands-on experience with ServiceNow HR Service Delivery (HRSD) or similar case management tools.
• Prior experience working with HR Service Delivery models and shared service centers is a plus.
• Strong understanding of knowledge base management and workflow configuration.
• Experience with Workday HCM is preferred.
• Proficiency in data analysis and reporting on KPIs.
• Excellent communication, organizational, and problem-solving skills.
• Ability to collaborate cross-functionally and influence without authority.
• High attention to detail and ability to manage multiple priorities.
• Advanced Excel skills; experience with Power BI, Tableau, or other analytics tools is a plus.

Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.