How you'll help us Keep Climbing (overview & key responsibilities)

• Acts as the HR Service Delivery ServiceNow specialist responsible for aiding in defect identifications and resolutions; and articulating regulatory and anticipated enhancements for implementation across the ServiceNow products suite, as well as ensuring ongoing functionality.
• Serves as part of a team of leading systems experts that are identified to reduce defects, increase efficiency, and move strategic initiatives and projects forward.
• Partners closely with the broader HRSD operational team, operations solution partners, and Business users to define business and document requirements, assess technology needs, and drive the continuous improvement of ServiceNow system features in line with a unified release strategy.
• Aids work stream in driving towards enhanced experience and functionality including, but not limited to: daily administration of requests for case management, portal virtual agent, knowledgebase, and user access.
• Collaborates with many teams including ITSM ServiceNow, networking, database, IT operations, and business operations to resolve complex escalations/issues involving multiple processes/systems.
• Assists with the implementation and coordination of business process changes, data accuracy audits and end-user training.
• Participates in HR projects as an integral part of a cross-functional team to support the delivery for HR Services.
• Works with HR partners, HR SAP COE, and technology partners to rollout plans for deployment of new products and features, as well as coordinates and prioritizes system defect resolution and enhancements in support of the HR COEs.
• Supports the development and maintenance of product roadmaps and feature definitions.
• Assesses and presents business value, risks, and intent behind new products and features to stakeholders.
• Collects information, analyzes data and generates reports.
• Provides input in the configuration or modification of currently established processes and procedures to drive efficiency.
• Ensures all processes comply with Delta’s policies and procedures and applies best practice standards throughout product lifecycle.
• Must be available to work at least 4 hours one Saturday per month for system upgrades and patches
• Practices safety-conscious behaviors in all operational projects and procedures.
• Other duties as assigned

Benefits and Perks to Help You Keep Climbing

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience, Servant Leadership, and Teamwork – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:

• Competitive salary, industry-leading profit sharing program, and performance incentives
• 401(k) with generous company contributions up to 9%
• Paid time off including vacation, holidays, paid personal time, maternity and parental leave
• Comprehensive health benefits including medical, dental, vision, short/long term disability and life benefits
• Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
• Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
• Domestic and International space-available flight privileges for employees and eligible family members
• Career development programs to achieve your long-term career goals
• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
• Recognition rewards and awards through the platform Unstoppable Together
• Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare

What you need to succeed (minimum qualifications)

• Bachelor's degree or equivalent work experience plus 5+ years of experience working as a Lead in service delivery roles; master’s degree in business or an applicable technical field is preferred, plus 3+ years of the above experience; without a degree, at least 7 years of the above experience is required.
• Must have extensive knowledge of HR, case management process and practice acumen and technical aptitude.
• Must have strong project lead skills including requirements gathering/documenting, analysis, requirement translation for developers, testing, and overall project management
• ServiceNow product expertise, case manager, knowledgebase, virtual agent, campaigns, performance analytics; exposure to varying systems implementation methodologies (Agile, Waterfall, etc.) is required.
• Previous experience in the end to end implementations of ServiceNow for HR preferred
• Must have prior experience strategically cultivating and supporting solutions; working both independently & within a team environment.
• Must have demonstrated experience communicating technical concepts and processes using clear, simple language and visuals, as well as implementing and executing high impact projects across a matrixed organization.
• A demonstrated ability to effectively plan, set priorities, allocate resources and manage several complex product releases simultaneously while working in a fast-paced environment to deliver results is required.
• (If transferring internally) Must be performing satisfactorily in current position.
• Embraces diverse people, thinking, and styles.
• Possesses a high school diploma, GED, or high school equivalency.
• Is at least 18 years of age and has authorization to work in the United States.

What will give you a competitive edge (preferred qualifications)