HR Technology (ServiceNow HRSD)

TEAM OVERVIEW

KKR’s Technology team is responsible for building and supporting the firm’s technological foundation including a globally distributed infrastructure, information security, and the application and data platforms. The team drives a culture of technology excellence across the firm through efficient workflow automation, democratization of data through modern data and collaboration platforms, and more recently through research and development of Generative AI based tools and services. Technology is regarded as a key business enabler at KKR and is an important accelerator to drive towards global scale creation and business process transformation. The Technology team consists of highly technical and business-centric technologists with the ability to form strong partnerships across all of our businesses. A dedicated Program Management function along with the Product Managers drive execution discipline across multiple technology teams with a goal to consistently deliver excellence serving our business needs.

POSITION SUMMARY

The HR Technology Analyst will support the design, configuration, maintenance, and continuous improvement of our HR technology ecosystem, with a primary focus on ServiceNow HR Service Delivery (HRSD). This role will help drive employee experience initiatives through workflow automation, case management, knowledge management, and HR process optimization. Workday experience is beneficial but not required, as the role will primarily focus on ServiceNow capabilities and integrations across the HR technology landscape.

ROLES & RESPONSIBILITIES

ServiceNow HRSD Administration & Configuration

• Support the implementation, configuration, and ongoing enhancement of ServiceNow HR Service Delivery (HRSD).
• Configure and maintain HR workflows, lifecycle events, case management processes, employee service portals, and knowledge management solutions.
• Assist in designing and optimizing employee self-service experiences within ServiceNow.
• Support HR Agent, Virtual Agent, and AI-driven employee support initiatives as needed.
• Participate in testing, deployment, and release management activities for HRSD enhancements.

Workflow Automation & Process Improvement 

• Identify opportunities to automate manual HR processes using ServiceNow workflows and platform
• Assist with business process analysis and translate requirements into scalable ServiceNow solutions
• Support configuration and enhancement of HR service catalogs, intake forms, approval workflows, and employee-facing experiences
• Participate in process improvement initiatives to improve efficiency, compliance, and employee satisfaction.

Integrations & Data Management 

• Support integrations between ServiceNow HRSD and other enterprise platforms, including Workday and related HR systems.
• Assist with data mapping, testing, troubleshooting, and validation activities associated with HR Technology integrations.
• Monitor integration health, investigate issues, and coordinate resolution efforts with internal teams and vendors.
• Maintain integration and configuration documentation.

Cross-Functional Collaboration 

• Partner closely with Human Resources and HRIS teams to support HR technology initiatives.
• Collaborate with implementation partners and vendors during project delivery and enhancement activities.

Continuous Learning & Innovation 

• Stay current on ServiceNow HRSD capabilities, roadmap enhancements, AI features, and platform best practices.
• Participate in training, knowledge-sharing sessions, and platform community activities.
• Evaluate opportunities to leverage new ServiceNow capabilities to improve HR service delivery.

QUALIFICATIONS 

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent practical experience).
• 2–5 years of experience supporting ServiceNow, HR technology platforms, workflow automation, or enterprise application support.
• Exposure to ServiceNow HRSD, Employee Center, Case Management, Knowledge Management, or Service Catalog capabilities.
• Understanding of workflow design, process automation, and service management concepts.
• Experience supporting integrations, APIs, or enterprise application data flows.
• Strong analytical, troubleshooting, and problem-solving skills.

PREFERRED QUALIFICATIONS 

• Experience integrating ServiceNow with Workday or other HR systems.
• Understanding of HR processes such as onboarding, employee lifecycle events, case management, and workforce administration.
• Experience with APIs, JSON/XML, SQL, or scripting languages such as JavaScript or Python.
• Knowledge of data governance, HR security models, and reporting/analytics platforms.