Senior Associate, Portal Performance

Job title: Senior Associate, Portal Performance

About the Role We are seeking a skilled Portal Performance professional to support the performance, optimization, and user experience of our MyHR portal built on the ServiceNow platform. This role focuses on monitoring portal usability, responsiveness, content effectiveness, and service delivery performance to ensure a reliable and efficient digital employee experience. You will collaborate with HR, IT, and end users to apply technical understanding, user insights, analytics, and business context to drive ongoing enhancements to HR portal as a core channel for global HR services.

What You'll Do

• Monitor end-to-end performance of the MyHR portal on ServiceNow.
• 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.
• Collaborate with HR, UX/UI teams, and ServiceNow 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.
• Partner with content owners to 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.
• Develop and maintain high-quality HR knowledge content across our internal knowledge platform, ServiceNow.
• Implement and manage content governance processes, including content lifecycle management, version control, and periodic audits.
• Ensure alignment of knowledge content with internal policies, and ensure consistent tone, format, and branding across all HR knowledge materials.
• 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.

What We're Looking For

• 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 ServiceNow.
• Strong working knowledge of ServiceNow Employee Center / HR Service Delivery (HRSD).
• Experience supporting portal performance analysis and optimization initiatives.
• Proficiency with web analytics tools (e.g., Google Analytics, ServiceNow Performance Analytics).
• Good understanding of UX principles, accessibility standards, and digital content best practices.
• Strong collaboration, communication, and cross-functional coordination skills.

Nice to Have

• ServiceNow 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.