RELOCATION ASSISTANCE: No relocation assistance available
CLEARANCE REQUIRED FOR START: No
CLEARANCE TYPE: None
TRAVEL: Yes, 10% of the Time
DescriptionThe HR Service Center Business Process Analyst plays an integral role within the Northrop Grumman HR Service Center, driving operational excellence and customer satisfaction across multiple service lines. The incumbent will work with a variety of resources, internal and external to Northrop Grumman, to lead small to medium-size projects, define functional processes, shape technical solutions, and drive quality execution. This position will work closely with service line leaders to shape recommendations and decisions resulting in service excellence across the HR Service Center (HRSC) and related services.
This position is located in Irving, TX with the opportunity for hybrid telework. Teleworking arrangements are subject to change based on the needs of the business.
Job Responsibilities:
Lead functional projects related to expansion and / or enhancement of HRSC service offerings.
Work with HRSC subject matter experts to define process and system requirements. Engage functional and technical resources to execute process and system solutions.
Continually enhance self-service capabilities, ensuring accurate delivery of relevant information and services to employees and managers. Identify opportunities to drive Tier 0 usage while reducing Tier 1 contacts.
Represent the HRSC on cross-functional projects, collaborating with subject matter experts to develop optimized solutions.
Proactively assess service performance via operating metrics, feedback channels, and other sources. Identify opportunities to improve service delivery, process design, and/or technical capabilities.
Perform root cause analysis and corrective actions of moderate scope and complexity to drive service performance.
Work with key stakeholders, internal and external to HRSC, to gather information, troubleshoot issues, provide feedback, and otherwise ensure the HRSC is fully equipped to support associated scope of work.
Establish and maintain relationships with various HR Centers of Excellence, vendors, and other internal stakeholders, improving partnerships within applicable organizational areas and enhancing customer experience.
Basic Qualifications:
Bachelor’s degree with minimum of 5 years of experience OR Master’s degree with a minimum of 3 years of experience. Will consider additional experience in lieu of education (Associate’s degree with a minimum of 7 years of experience OR High School Diploma with a minimum of 9 years of experience).
Demonstrated ability to manage multiple, competing projects with project management rigor and advanced change management principles; to include building and executing project schedules while managing project stakeholders, resources, risks, and change.
Demonstrated ability to define processes, develop requirements, and test solutions; while simultaneously managing stakeholders.
Demonstrated ability analyze data, perform root cause analysis, develop corrective actions, and lead process improvements.
Demonstrated ability to influence outcomes without direct decision-making authority.
Working knowledge of common HR processes – performance management, talent acquisition, onboarding, leave of absence, etc.
Working knowledge of HR and related systems: Workday, ServiceNow, SAP, etc.
Demonstrated ability to make independent decisions regarding moderate to complex problems.
Demonstrated ability to work effectively within a highly service-oriented and customer obsessed role.
Experience using MS Office (Word, Excel, Visio, and PowerPoint) to communicate and convey complex ideas.
Preferred Qualifications:
Advanced experience with ServiceNow; HR Service Delivery (HRSD), Platform Analytics, Reporting, Lifecycle Events, Journey Management, Strategic Portfolio Management, ServiceNow AI infrastructure, etc.
Experience defining, developing, and testing AI Agents in service center applications.
Knowledge of Northrop Grumman HR Service Center practices, technology, and standards.
Advanced knowledge of service center technologies – interactive voice response, case management systems, knowledge management systems, self-service platforms, chat bots, etc.
Primary Level Salary Range: $98,900.00 - $148,300.00
The above salary range represents a general guideline; however, Northrop Grumman considers a number of factors when determining base salary offers such as the scope and responsibilities of the position and the candidate's experience, education, skills and current market conditions.
Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. Employees in Vice President or Director positions may be eligible for Long Term Incentives. In addition, Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation and/or personal business.
The application period for the job is estimated to be 20 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.
