HR Operations Specialist

Are you looking for a highly rewarding opportunity that provides extensive career growth opportunity?

We're seeking an HR Operations Specialist with experience in ServiceNow HRSD operations, redesign HR workflows, and apply AI/AI agents to simplify employee and HR experiences. If you're a systems thinker with strong communication skills, curiosity, and a track record of working in crossfunctional problem-solving teams, we'd love to meet you! You'll partner with HR, technology, and vendors to deliver reliable, compliant, and user friendly solutions across onboarding, knowledge management, case management, and analytics.

Who are we?

As a Top-10 ENR Contractor, Gilbane is a family-owned business with 45 offices that has been shaping communities since 1870. Consistently recognized as one of the most reputable construction management firms in the country, Gilbane is committed to delivering projects safely and on-time. You will have the opportunity to build schools, labs, hospitals, corporate offices, sports arenas and more!

We are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Who are you?

You are someone who acts inclusively, showing empathy and treating others with respect and dignity in order to uphold Gilbane's core value of Caring and "People First" workplace culture. You seek to listen in order to understand and can convey information clearly. You're a strong problem solver who can identify, prioritize, and implement alternatives for solutions, and you demonstrate adaptability by collaborating with others and supporting team members to achieve excellence. A self-starter who shows passion, commitment, and ownership all while delivering on business outcomes and driving results. You're someone who identifies opportunities for new and improved ways of doing things that result in value-add solutions.

Your core values match Gilbane's: Integrity, Caring, Teamwork, Toughmindedness, Dedication to Excellence, Discipline, Loyalty, and Entrepreneurship.

What's in it for you?

Gilbane offers employees multi-dimensional training opportunities through a number of resources. While managing your responsibilities to projects, you will be able to enroll in trainings through our award-winning Gilbane University to build leadership and technical skills. In addition, you would work with an experienced team which provides you with the opportunity to learn new industry skills every day. You will protect and promote the interests of both Gilbane and the client in all matters as well as demonstrating the personal characteristics of a developing leader.

ServiceNow HRSD ownership

Provide daily operational support for HRSD case management, routing, record configurations, and service management; monitor performance, troubleshoot, and drive root cause fixes.
• Oversee knowledge management in HRSD, ensuring content accuracy and lifecycle governance; coordinate periodic policy reviews with COEs.
• Build and utilize HR Performance Analytics to track KPIs (e.g., case resolution time, employee satisfaction, service usage) and share insights.
• Apply enterprise AI tools and AI agents to streamline HR services; propose agentenabled use cases and adoption plans.

Process improvement & systems thinking

• Review current processes, map pain points and risks, and design improvements to reduce cycle time and manual work; convert designs into workflows and configuration standards.
• Serve as a technical lead for HR systems/modules; plan releases, manage change impacts, and coordinate cutover for owned systems or tools.
• Design and execute test plans for new functionality; manage defects and regression testing.
• Develop and deliver training and documentation for HR processes and systems; tailor materials to the audience (HR, managers, employees).

Data quality, reporting, and compliance

• Assist in developing audits and controls to maintain data accuracy; monitor results and drive corrective actions.
• Write recurring/adhoc reports to support inquiries and reviews; ensure data definitions and lineage are clear.
• Handle PII in accordance with the Personal Information Protection Policy and applicable laws; share only with authorized parties and delete when no longer needed.

Experience/Education

• Bachelor's degree required; 2+ years of related experience (or equivalent combination of education and experience).
• Experience within HR Operations or HRIS/ServiceNow environments preferred.

Knowledge, Skills & Abilities

• Strong verbal and written communication; excellent customer service; ability to work in a team environment.
• Proven record of meeting goals and delivering results with high standards; systems thinking with a practical, datadriven approach.
• Demonstrated understanding of success metrics and risks for programs/portfolios; ability to adapt to new structures, processes, requirements, and culture.
• Proficient with Microsoft 365 (Excel, SharePoint, Teams, PowerPoint); familiar with Microsoft PowerBI, Power Apps and Power Platform preferred.
• Ability to analyze and resolve business issues; comfortable leading discussions with technical and nontechnical stakeholders.

Technical experience

• Handson ServiceNow HRSD (case management, workflows, knowledge base, HR Performance Analytics); operational troubleshooting and configuration
• Experience in applying AI/AI agents in HR contexts
• Proficiency with Microsoft 365; ability to document processes, build training, and communicate clearly across audiences

Key Competencies

• Communicate Effectively - adapt message and medium to audience; ensure shared understanding.
• Act Inclusively - show respect, empathy, and dignity; leverage diverse perspectives.
• Solve Problems - identify, prioritize, and implement alternatives; measure outcomes.
• Demonstrate Agility/Adaptability - explore rationale for change; try new approaches; collaborate.
• Drive for Results - show ownership and accountability; deliver business outcomes.
• Champion Innovation - identify opportunities for new/improved ways of working; create differentiated solutions.

Salary to be determined based on factors such as geographic location, skills, education, and/or experience of the applicant, as well as the internal equity and alignment with the team.

The pay ranges from $64,000.00 - $85,000.00 plus benefits and retirement program.

Gilbane offers an excellent total compensation package which includes competitive health and welfare benefits and a generous profit-sharing/401k plan. We invest in our employees' education and have built Gilbane University into a top training organization in the construction industry. Qualified applicants who are offered a position must pass a pre-employment substance abuse test.

Gilbane is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, color, national origin, race, religion, sex, sexual orientation, gender identity, protected veteran status, or disability status.

Note to Recruiters, Placement Agencies, and Similar Organizations: Gilbane does not accept unsolicited resumes from agencies. Please do not forward unsolicited agency resumes to our jobs alias, website, or to any Gilbane employee. Gilbane will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Gilbane and will be processed accordingly.