GBS HR Systems Manager

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Job Location: Hershey, PA

This job is not fully REMOTE

Job Summary:

The GBS HR Systems Manager is responsible for leading various functions of HR ServiceNow including but not limited to the development and enhancement of Services, metrics and reporting, monthly code pushes and system upgrades. This position will work closely with HR ServiceNow team, IS, HR Operations and the HR Services team to deliver a product that helps to automate work and deliver an easy-user experience.

This position is also responsible for being a data liaison between GBS HR, HR Total Rewards, IS, third party benefits providers and outsourced vendors. Responsibilities include documenting the current and optimal global benefits processes and testing, identifying, and resolving gaps. The role will have a thorough understanding of systems and methodology for benefits administration and is responsible for mapping the benefits processes to the systems and leading projects and implementations such as Open Enrollment, Mergers & Acquisitions integration of employees onto Hershey's benefit programs, divestitures, and outsourcing. This incumbent will interact with the IS Team to resolve technical challenges, ensure proper maintenance of the HR database and successful implementation of new releases of software. This role with support downstream systems and vendors where integrations with HR Management Systems exist.

Role Responsibilities:

ServiceNow Administration duties include but are not limited to:

  • Responsible for the continuous improvement of services within ServiceNow.
  • Vet intake and develop new ideas for services.
  • Responsible for monthly reporting of ServiceNow metrics.
  • Responsible for monthly code push partnering with IS ServiceNow team members.
  • Position will partner with HR Ops Portal and Access Management leads to ensure an overall cohesive user experience.
  • Will provide regular updates to the cross-functional ServiceNow team and Executive Steering Committee on service development or enhancement, code pushes and metrics.
  • Serve as expert on industry best practices, technologies, and ways of working in ServiceNow HR.

Annual Open Enrollment duties for US, CA and PR include but are not limited to:

  • Lead GSS HR in team meetings, provide insights, testing, reporting, and additional controls for a successful Open Enrollment.
  • Identify and implement process improvements.
  • Analyzes annual benefits plans in collaboration with TR COE for requirements and works with IS team to prepare benefits information systems in order to conduct annual benefits enrollments US/Canada based Hershey employees, retirees, and dependents. The incumbent identifies actionable items, testing requirements, and coordinates activities of resources participating in set up for open enrollment. Involved in the creation of documentation and training materials and may deliver training during implementation.
  • Lead activities surrounding year-end Open Enrollment audits.
  • Serve in system support role and participate in SOX testing for system benefits roles.
  • Continue to develop expertise in systems and methodologies by participating in the evaluation of new releases or alternative software, interacting with consultants, and user groups.

Additional Benefit duties include but are not limited to

  • File transmission accuracy, system maintenance, ad hoc file, and data requests.
  • Monitor vendor fees partnering with IS and vendor as needed to develop new vendor feeds or resolve feed issues.
  • Assist in quality assurance efforts by creating and executing test plans
  • Ensure the timely and accurate transfer of data to external vendors, plan providers, auditors, and consultants.
  • Lead or support special projects such as M&A, Divestitures or change initiatives.

Team Management

  • Lead the day-to-day activities by providing strong leadership, coaching, and mentoring.
  • Establish and track productivity and performance standards for the team to ensure established service levels are met, especially during high volume seasons throughout the year.
  • Ensure HR Portal inquiries are answered within established service level agreement (SLA) timeframe.
  • Partner with HR Services Director on the intake of work and service delivery model focusing efforts on moving appropriate work offshore.
  • Participate as a member of the GBS HR leadership team, working closely with the Director, HR Services.
  • Partners with other HR Services managers to ensure that tier 1 and tier 2 response teams are fully informed, trained, up to speed on technology changes and program information.

Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities:

  • Prior system experience with ServiceNow HRSD, SAPHR, and other related HR technology
  • Customer centric with a demonstrated desire to exceed expectations and the ability to serve multiple customers and deliver an excellent experience
  • Ability to manage change effectively while being mindful of technology, business processes and systems implications
  • Excellent interpersonal skills; ability to communicate with all levels of team members
  • Must be a self-starter, problem solver, team-player and proactive
  • Strong change management skills
  • Proven ability to implement process improvements
  • Ability to manage confidential data
  • Knowledge of health and welfare benefits, retirement benefits, and disability benefits.
  • Strong organization skills, time management, and follow through are essential
  • Comprehensive knowledge of MS Office Suite (Word, Excel, Access)

Minimum Education and Experience Requirements:


  • Bachelor's degree in Human Resources, Information Technology, Business Administration, or related field from an accredited university.
  • Master's degree preferred but not required.


  • Minimum of 5 - 8 years of work experience
  • ServiceNow HR Service Delivery experience required
  • SAP HR experience required
  • Strong Microsoft Office Skills, specifically in Excel
  • Experience preferred with process runner, Tableau, and other analytical tools.


The Hershey Company is an Equal Opportunity Employer. The policy of The Hershey Company is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.

The Hershey Company is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans

If you require a reasonable accommodation as part of the application process, please contact the HR Service Center (