HR Operations Specialist

Overview

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

We're seeking an HR Operations Specialist with experience in Service Now 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 cross functional 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, Tough mindedness, 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.

Service Now 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 with in HR Operations or HRIS/Service Now 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, data-driven approach.
• Demonstrated understanding of success metrics and risks for…