The Manager, HR Service Technology & Experience supports the effective operation, usability, and governance of global HR service delivery capabilities. This role focuses on day‑to‑day service operations, user experience improvements, and HR knowledge/content governance, with contributing involvement in GenAI‑enabled capabilities and ServiceNow HRSD platform evolution.

This is a hands‑on, execution‑oriented role that applies practical expertise to improve how employees and HR teams find information, resolve issues, and interact with HR services. The role works within established strategy, standards, and governance, contributing insights and improvements while partnering closely with senior leaders and cross‑functional teams. The role is part of the team that delivers continuous improvements that elevate worker user experience.

The successful candidate for this role will be someone who can combine HR operational experience with technical and process acumen, contribute to transformation initiatives leveraging Gen AI and automation, and foster collaboration in a global, virtual environment while maintaining a strong focus on innovation and measurable outcomes.

Position Responsibilities

Service Operations & User Experience

• Support the reliability and day‑to‑day effectiveness of HR service delivery tools (HRSD, Employee Center, Knowledge, Virtual Agent).

• Analyze service data, case trends, and feedback to identify operational pain points and experience gaps.

• Contribute to improvements in case routing, intake quality, knowledge findability, and resolution efficiency.

• Collaborate with operations teams to support SLA performance, backlog hygiene, and issue resolution.

HR Policy, Knowledge & Content Governance

• Support the creation, maintenance, and governance of HR knowledge and policy content.

• Apply established taxonomy, templates, metadata, and quality standards to ensure content is accurate, compliant, and easy to consume.

• Partner with HR COEs and policy owners to keep content current, clear, and aligned to global and regional requirements.

• Identify knowledge gaps driven by case trends and employee questions, and support remediation.

GenAI & Automation Enablement

• Contribute to the implementation and ongoing improvement of GenAI‑assisted features (e.g., automation, Virtual Agent, guided help).

• Help assess GenAI outputs for accuracy, usefulness, and employee experience, escalating issues or improvement opportunities.

• Support content and experience readiness for GenAI use, ensuring AI‑enabled services remain assistive, trustworthy, and well‑governed.

Platform Administration & Continuous Improvement

• Support functional administration of ServiceNow HRSD and related capabilities (no coding required).

• Participate in configuration reviews, testing, and implementation support for enhancements driven by approved roadmaps.

• Contribute to process improvement initiatives, applying existing patterns and procedures to moderately complex problems.

• Provide input to product owners and senior managers on improvement opportunities and risks.

Core Responsibilities

• Execute and support improvements aligned to defined strategies and roadmaps.

• Participate on or lead small project workstreams.

• Analyze data and insights to recommend practical, implementable improvements.

• Collaborate across HR Operations, HR COEs, IT, and vendors in a global, matrixed model.

• Provide informal guidance to junior team members as needed.

Required Qualifications & Experience

• 3–5 years of experience in HR operations, HR service delivery, HR technology, or knowledge/content management.

• Functional experience with ServiceNow HRSD, Employee Center, or comparable case/knowledge platforms.

• Strong interest in employee experience, service quality, and operational effectiveness.

• Comfort working with data, trends, and metrics to support decision‑making.

• Ability to work independently with minimal guidance, using established standards and procedures.

Preferred Experience

• Experience supporting knowledge governance, HR policy content, or service catalog content.

• Exposure to GenAI, chatbots, automation, or digital worker tools in an HR or service environment.

• Familiarity with HR systems such as Workday, SAP HCM, or payroll platforms.

• Experience working across global regions and time zones.

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee’s work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience.

Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit

Benefit offerings are subject to the terms and conditions of the applicable plans in effect at the time and may require enrollment. Our benefits include:

• Health Coverage: Medical, pharmacy, dental, and vision care.

• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).

• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.

0Work-life benefits include:

Paid Time Off

• US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees)

• Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays

Based on eligibility*, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.

All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

*Eligibility Disclosure: The summer hours program is for United States (U.S.) office-based employees due to the unique nature of their work. Summer hours are generally not available for field sales and manufacturing operations and may also be limited for the capability centers. Employees in remote-by-design or lab-based roles may be eligible for summer hours, depending on the nature of their work, and should discuss eligibility with their manager. Employees covered under a collective bargaining agreement should consult that document to determine if they are eligible. Contractors, leased workers and other service providers are not eligible to participate in the program.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as Transforming patients lives through science, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.