ServiceNow Operational Support Specialist

ServiceNow Operational Support Specialist

We’re looking for a dedicated and proactive Operational Support Specialist to strengthen our HR ServiceNow (HRSD) operations. This is your chance to play a central role in optimizing Ramboll’s global HR processes, ensuring HR users are empowered, supported, and equipped to deliver exceptional service through ServiceNow.

You’ll work as part of the Global Enablement Team with a dotted line to the HRSD Product Owner, collaborating closely to support, enhance, and evolve the HR ServiceNow platform. Your role will focus on enabling HR’s effective use of the system, driving enhancements forward, and contributing to a more mature and efficient HR service delivery model.

Key Responsibilities

• Review and triage incoming ideas from the HR community submitted via the Idea Portal; gather additional information to prepare for demand intake.
• Support the assessment and scoping of enhancement requests and change demands.
• Drive User Acceptance Testing (UAT) for larger system improvements—ensuring quality and robustness ("break the toy" mindset).
• Create and publish release notes (every second sprint) for the HR Super User community.
• Publish regular updates on new features and releases in internal HR communication channels such as Yammer and Rambla.
• Maintain and continuously improve the “Ways of Working” guide for HR in ServiceNow.
• Assist with role clean-up activities (aligned with other systems such as Workday).
• Act as first-line support for HR Super Users and agents regarding existing ServiceNow functionality.
• Promote and support the use of ServiceNow’s HR toolbox (e.g., checklists, fulfillment instructions, response templates, internal HR knowledge).
• Support the HR community’s use of advanced features such as campaigns and surveys as they are rolled out.
• Perform operational system maintenance tasks and small-scale configurations when needed.
• Manage user access and permissions 
• Responsible for managing, monitoring, and improving the quality, efficiency, and performance of service operations

What We’re Looking For

• Experience working with ServiceNow HRSD or a comparable HR technology platform.
• Operational mindset with a passion for continuous improvement and user enablement.
• Ability to bridge technical solutions and business needs.
• Prior experience in HR operations or systems support is a plus.
• Strong communication skills, both verbal and written.
• Self-starter who enjoys collaboration across teams and functions.

What We Offer

• Hands-on training in ServiceNow HRSD.
• Opportunities to earn ServiceNow certifications.
• The chance to become skilled in one of the world’s fastest growing digital platforms.
• Exposure to a truly global HR organization, collaborating across borders and cultures.
• A supportive environment where you can learn, grow, and have impact on a critical business platform.