Career Category

Human Resources

Job Description

Senior Associate, Portal performance

Role Summary

We are seeking a skilled Portal Performance professional to support the performance, optimization, and user experience of our MyHR portal, built on the Service Now platform. This role will focus on monitoring portal usability, responsiveness, content effectiveness, and service delivery performance to help ensure a reliable and efficient digital employee experience.

As a key contributor working with HR, IT, and end users, you will apply technical understanding, user experience insights, analytics, and business context to support ongoing enhancements and improvements to the HR portal as a core channel for global HR services.

Key Responsibilities

Portal Performance & Optimization

• Support monitoring of end-to-end performance of the MyHR portal on the Service Now platform.
• Analyse portal usage data and performance metrics (load time, page hits, click-through rates, etc.) and identify improvement opportunities.
• Assist in implementing optimization actions for improved loading times, accessibility, and navigation.

User Experience Management

• Collaborate with HR, UX/UI teams, and Service Now developers to support portal usability and design enhancements.
• Collect, analyse, and incorporate user feedback to improve employee self-service experiences.
• Help maintain a consistent and branded digital HR experience across employee journeys.

Content & Knowledge Management

• Partner with content owners to help ensure knowledge articles, FAQs, and portal content are relevant, accurate, and up to date.
• Support taxonomy, tagging, and search optimization efforts to improve content discoverability.

Analytics & Reporting

• Support the development and maintenance of dashboards and performance reports (e.g., portal traffic, CSAT, deflection rates, completion rates).
• Assist in translating analytics into insights to improve portal engagement and service outcomes.

Stakeholder Collaboration

• Work closely with HR functional teams, IT, Service Now developers, and vendor partners on portal-related activities.
• Contribute to roadmap discussions, release planning, and change activities related to the MyHR portal.

Incident & Change Management

• Support incident resolution for portal-related issues, including performance or functional concerns.
• Participate in change management activities, including regression testing for new releases or enhancements.

Innovation & Benchmarking

• Stay informed on Service Now platform features, portal best practices, and digital HR trends.
• Assist in reviewing portal performance benchmarks and identifying opportunities for incremental improvements.

Qualifications & Skills

Required:

• Bachelor’s degree in computer science, HR Technology, Information Systems, or a related field.
• 5+ years of experience supporting HR portals, digital platforms, or enterprise self-service tools, with hands-on exposure to Service Now.
• Strong working knowledge of Service Now Employee Center / HR Service Delivery (HRSD).
• Experience supporting portal performance analysis and optimization initiatives.
• Proficiency with web analytics tools (e.g., Google Analytics, Service Now Performance Analytics).
• Good understanding of UX principles, accessibility standards, and digital content best practices.
• Strong collaboration, communication, and cross-functional coordination skills.

Preferred:

• Service Now certifications (e.g., Certified System Administrator, HRSD).
• Experience working in Agile development environments and familiarity with ITIL processes.
• Exposure to design systems, responsive design, and mobile-first approaches.

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