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Gilbane Building · 1 day ago

HR Operations Specialist (ServiceNow HRSD Specialist)

US-RI-Providence

Full-time

Onsite

Entry, Mid Level

$64K/yr - $85K/yr

2+ years exp

Gilbane Building is a top-10 ENR Contractor dedicated to shaping communities since 1870. They are seeking an HR Operations Specialist to support ServiceNow HRSD operations, redesign HR workflows, and apply AI to enhance employee and HR experiences.

Commercial Real EstateConstructionReal Estate

Growth Opportunities

Responsibilities

Provide daily operational support for HRSD case management, routing, record configurations, and service management; monitor performance, troubleshoot, and drive root cause fixes

Oversee knowledge management in HRSD, ensuring content accuracy and lifecycle governance; coordinate periodic policy reviews with COEs

Build and utilize HR Performance Analytics to track KPIs (e.g., case resolution time, employee satisfaction, service usage) and share insights

Apply enterprise AI tools and AI agents to streamline HR services; propose agent‑enabled use cases and adoption plans

Review current processes, map pain points and risks, and design improvements to reduce cycle time and manual work; convert designs into workflows and configuration standards

Serve as a technical lead for HR systems/modules; plan releases, manage change impacts, and coordinate cutover for owned systems or tools

Design and execute test plans for new functionality; manage defects and regression testing

Develop and deliver training and documentation for HR processes and systems; tailor materials to the audience (HR, managers, employees)

Assist in developing audits and controls to maintain data accuracy; monitor results and drive corrective actions

Write recurring/ad‑hoc reports to support inquiries and reviews; ensure data definitions and lineage are clear

Handle PII in accordance with the Personal Information Protection Policy and applicable laws; share only with authorized parties and delete when no longer needed

Qualification

ServiceNow HRSDAI/AI agentsHR Performance AnalyticsMicrosoft 365Data analysisCommunication skillsProblem solvingTeam collaboration

Required

Bachelor's degree required

2+ years of related experience (or equivalent combination of education and experience)

Strong verbal and written communication

Excellent customer service

Ability to work in a team environment

Proven record of meeting goals and delivering results with high standards

Systems thinking with a practical, data‑driven approach

Demonstrated understanding of success metrics and risks for programs/portfolios

Ability to adapt to new structures, processes, requirements, and culture

Proficient with Microsoft 365 (Excel, SharePoint, Teams, PowerPoint)

Ability to analyze and resolve business issues

Comfortable leading discussions with technical and non‑technical stakeholders

Hands‑on ServiceNow HRSD (case management, workflows, knowledge base, HR Performance Analytics)

Operational troubleshooting and configuration

Experience in applying AI/AI agents in HR contexts

Proficiency with Microsoft 365

Ability to document processes, build training, and communicate clearly across audiences

Preferred

Experience within HR Operations or HRIS/ServiceNow environments

Familiar with Microsoft PowerBI, Power Apps and Power Platform

Benefits

Competitive health and welfare benefits

Generous profit-sharing/401k plan

Gilbane University

Company

Gilbane Building

Glassdoor4.2

Gilbane Building Company provides a full slate of construction and facilities-related services—from preconstruction services planning and integrated consulting capabilities to comprehensive construction management, general contracting, design-build, and facility management services— for clients across various markets.

Founded in 1870

Providence, Rhode Island, USA

1001-5000 employees