Service Excellence Specialist (6-Month FTC)
Core
Own the knowledge and content ecosystem for HR service delivery, drive AI adoption within the Poland centre, and lead continuous improvement initiatives to reduce case volumes.
Role type
Senior Associate Service Excellence Specialist (HR Operations & AI Enablement)
Builds
Smarter content experiences in ServiceNow, AI tool adoption, and streamlined service processes for HR and TA teams.
Domain
Financial services / Human Resources / Process Improvement
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Content lifecycle management, ServiceNow HR Service Delivery, AI tool adoption and use case development, Lean/Six Sigma methodologies, data analysis (Power BI, Excel), stakeholder collaboration, change management
Preferred skills
Generative AI tools (Copilot, ChatGPT), RPA tools (UiPath, Power Automate), financial services industry background
Technologies
ServiceNow, Microsoft Power BI, Excel, LSEG Assist, RAG-based tools
Responsibilities
Author and govern knowledge articles and FAQs in ServiceNow; lead AI tool rollout and training for the Poland team; identify and execute process improvements using DMAIC/Kaizen; develop dashboards to track service performance and case trends; partner with HR/TA to translate complex policies into plain language.
Seniority
Senior Associate, hands-on IC
