- First-response and resolution rates
- Case resolution quality and accuracy
- Adherence to ServiceNow quality standards and guidelines
- Customer satisfaction ratings
Utilize ServiceNow metrics and reporting to monitor and improve performance and make data-driven decisions to drive continuous improvement.
Collaboration and Escalation: Work collaboratively with higher-level service center personnel to resolve complex customer issues. Escalate or transfer cases to other provider groups as needed, ensuring seamless transitions and resolution.
Knowledge Management and Compliance: Stay up to date with changes in HR policies, procedures, and systems, and ensure that knowledge base articles and self-serve information for employees are accurate, current, and compliant with organizational requirements. This includes:
Reviewing and updating knowledge base articles to reflect changes in policies and procedures
Ensuring that self-serve information for employees is accurate and easily accessible, and
Collaborating with HR teams to identify and address knowledge gaps and training needs.
Required Education, Experience, & Skills
At least 1 or more years of experience in an HR Shared Service or a related field, prior experience in a production type environment
Able to work three days a week from our Charlotte office
Proficiency in ServiceNow and ability to navigate the platform effectively
Experience with ServiceNow case management and ticketing
Familiarity with ServiceNow reporting and metrics
Ability to utilize ServiceNow to document and track employee interactions
Excellent written communication skills, strong analytical and problem-solving skills
Ability to interact effectively with management, employees, and other customers
Strong follow-through and closure orientation
Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines
Technical savviness, with experience in MS Office environments, ServiceNow (or similar platform), Applicant Tracking Systems, and HR Information Systems.
Ability to identify trends and opportunities for improvement
Familiarity with metrics and reporting tools
Preferred Education, Experience, & Skills
Bachelor's degree in a related field (strongly preferred)
Pay Information
Full-Time Salary Range: $38041 - $60865
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.
About BAE Systems, Inc.
BAE Systems, Inc. is a defense, aerospace, and security company headquartered in Falls Church, Virginia, with more than 40,000 employees worldwide. We serve, supply, and protect those who protect us. As one of the most geographically diverse international defense companies, we deliver a full range of products and services spanning air, land, maritime, space, and cyber, including advanced electronics, intelligence solutions, and dedicated customer support.
Our culture is performance-driven and values-led, built on curiosity, creativity, and collaboration. Purpose isn't a tagline here. It's what drives us. We're developing breakthrough technologies that defend national security and make a lasting impact on our communities and our planet. When you join BAE Systems, you're not just building a career. You're contributing to a mission that truly matters.
This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.
