Manager, HR Service Technology & Enablement

Working with Us Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible. Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us. 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. Compensation Overview Tampa - FL - US: $84,320 - $102,176 The starting compensation range for this role is 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, location, work schedule, and experience. Final individual compensation will be decided based on demonstrated experience. Benefits 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. Work‑life Benefits Include 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) 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. Supporting People With Disabilities BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation prior to accepting an offer. For assistance, contact View email address on click.appcast.io. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement. Candidate Rights BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area. Data Protection We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations. R1602519 : Manager, HR Service Technology & Enablement #J-18808-Ljbffr Bristol Myers Squibb EU Policy