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Business Process Analyst
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- The HR Service Center Business Process Analyst plays an integral role in the Northrop Grumman HR Service Center, analyzing knowledge management content within ServiceNow to increase effectiveness of the articles content to answer questions from customers.
- The Business Process Analyst serves as a consultant and initiator of actions and tasks to update article content in all areas the HR Service Center supports which includes HR, Payroll, Managers assistance, Learning Management, Business Travel, and contractor support.
- The Business Process Analyst also represents the HR Service Center on various Enterprise-wide initiatives, helping to drive operational efficiency and enhanced user experience by ensuring the knowledge management system and complementary applications drive employee and manager self-sufficiency to reduce call volume to the HR Service Center.
- Assess HR Service Center contact volume and other performance trends to determine gaps in knowledge management content and accessibility for customers or HR Service Center agent to quickly access answers to questions.
- Identify opportunities for improvement, training gaps, and other factors impacting HR Service Center agents' ability to respond to inquiries accurately via use of Knowledge Management tools.
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