Service Delivery Specialist

Position:
People & Culture Service Delivery Specialist

Company:
Aristocrat

Location:
India, Noida

Employment type:
Full time

Work Arrangement:
Hybrid

Short Summary:
Aristocrat is seeking a Service Delivery Specialist to manage the lifecycle of knowledge base content in ServiceNow, ensuring adherence to standards and improving content efficiency.

Responsibilities:
- Handle the entire lifecycle of knowledge base content in ServiceNow, from creation to retirement.
- Work with SMEs and content owners to develop and maintain HR knowledge articles, SOPs, and other documentation.
- Ensure all content adheres to defined standards and conduct regular content audits.
- Support quality initiatives by identifying content gaps and improving efficiency.
- Track and analyze content performance and implement improvements.
- Collaborate with the P&C Intelligence team to enhance chatbot responses.
- Continuously improve content to boost self-service adoption and reduce case volumes.
- Partner with the ServiceNow Product Owner to support platform improvements.
- Improve content findability and usability based on employee search behavior.
- Act as a knowledge article point of contact.

Requirement:
- Bachelor’s degree or equivalent experience.
- Over 2 years of experience in P&C Operations, Knowledge Management, or a related position.
- Proficiency with case management tools, preferably ServiceNow.
- Strong English written and verbal communication skills.
- High attention to detail and a structured approach to work.
- Experience in P&C Shared Services or an international service delivery setting preferred.
- Exposure to Workday or other HR systems is a plus.
- Experience with chatbot/virtual agent or self-service tools is a plus.

Benefits:
- Robust benefits package.
- Global career opportunities.