Digital HR Operational Support

Lonza

IN - HyderabadFull-time2026-10-01 → 2026-11-11

Core

Manage day-to-day ServiceNow ticket operations, case management, and SLA performance for HR service delivery.

Role type

mid-level service operations specialist (ServiceNow)

Builds

HR service delivery via ServiceNow platform

Domain

HR technology / IT Service Management

Deliverable

dashboards & analysis

Required skills

ServiceNow (HRSD/ITSM), SLA management, case management, ticket triage, process improvement, written communication

Preferred skills

ServiceNow HRSD/ITSM or ITIL certification, Workday HR processes, Now Assist, Global Capability Centre experience

Technologies

ServiceNow, Workday, Now Assist

Responsibilities

Manage ServiceNow ticket operations (triage, prioritization, routing, progression); Monitor SLA performance and identify risks; Maintain knowledge articles and service catalogue items; Produce service reports highlighting trends and improvement opportunities; Coordinate ticket resolution and escalations across teams.

Seniority

Mid-level, hands-on IC

About Lonza

At Lonza, our people are our greatest strength. With 30+ sites across five continents, our globally connected teams work together every day to manufacture the medicines of tomorrow. Our core values of Collaboration, Accountability, Excellence, Passion and Integrity reflect who we are and how we work together. Everyone’s ideas, big or small, have the potential to improve millions of lives, and that’s the kind of work we want you to be part of.