Senior Employee Relations Partner

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
The Senior ER Partner is a key partner to the Global Human Resource Business Partners (HRBPs); Global Employment Law Team; Diversity, Equity, and Inclusion Team; and Global Safety & Security Team. The ER Partner provides advice and counsel to employees, managers, leaders, and HRBPs related to performance management challenges, interpersonal conflict, conduct issues, and various other employee relations matters as needed. The ER Partner supports the completion of investigations and grievance processes, ensuring they are conducted in a thorough, neutral, and timely manner, and partnering with Global Employment Law as necessary and/or appropriate. The ER Partner identifies broader employee relations issues across the enterprise, partnering cross-functionally with COE's to recommend, implement, and effectuate improvements to the employee experience through consistency and compassion and with a scalable approach. In addition, the ER Partner plays a strategic role in advancing responsible AI use within Employee Relations by helping design and steward AI agents that support scalable, ethical, and human-centered ER processes.
What You Get To Do

• Bring our People Pact to life as you support the delivery of Employee Relations programs to an audience of managers and employees; serve as an escalated point of contact for managers regarding performance concerns, conflict management, and other Employee Relations matters; maintain and update internal Employee Relations Case Management (ERCM) tracker, leveraging AI-enabled tools and agents to enhance consistency, scalability, and insight across ER processes.
• Advise and counsel managers and HR partners on the enterprise performance philosophy; serve as an initial point of contact for managers regarding performance concerns; provide resources and training materials to help inform managers and employees and provide guidance on best practices; coach and train managers on how to thoroughly and meaningfully documenting feedback conversations, while embedding AI stewardship into every aspect of enablement-ensuring managers understand how to interpret, apply, and govern AI-generated insights responsibly as part of a broader performance strategy.
• Lead the design and deployment of AI-powered agents that enhance ER case triage, policy guidance, and sentiment analysis; collaborate with HR Technology and cross-functional teams to ensure these tools are built with ethical safeguards, transparency, and human oversight, and continuously evolve them in response to business needs and stakeholder feedback.
• Act as a key thought partner to HRBPs around employee interpersonal challenges, conduct issues, leadership concerns, etc. in their respective organizations; provide feedback, advice and support to employees, managers, and leaders across the enterprise regarding interpersonal conflict, conduct concerns/issues, leadership style concerns, and other various employee relations matters.
• Conduct low- to moderate-complexity investigations, grievance processes, and disciplinary processes, ensuring that all appropriate documentation is created and maintained, and providing actionable recommendations and insights back to the enterprise as appropriate.
• Play a key role in administering and maintaining internal ERCM; create cases and provide thorough and accurate notes on case details; regularly update status and details of cases; conduct audits to ensure global data is being entered and maintained in accordance with internal SOPs; conduct data cleansing when needed; compile and analyze reports for stakeholders.
• Implement, effectuate, and continuously work to improve ER processes across the enterprise to help drive a consistently excellent employee experience globally.
• Support the development and expansion of training materials that will enable a growing audience of both managers and employees; collaborate with cross-functional partners to identify areas in which additional enablement materials are needed; contribute to the creation of content geared toward improving the employee experience and continuing to maintain ServiceNow's outstanding workplace culture, including building AI fluency and responsible usage practices into manager and employee training.
• Partner with Global Employment Law team to provide HR policy, process and program coaching to employees and managers, when appropriate; become an expert in local and regional legislation and policy interpretation to help ensure compliance.
• Play an active role in standardizing processes for the Employee Relations team by utilizing ServiceNow platform and exploring Gen AI capabilities; demonstrate innovative mindset to identify and support development of future process improvements; support the creation and documentation of Employee Relations processes and procedures.
• Act as a culture champion, regionally and globally, working with HR partners and business stakeholders to drive high-levels of engagement.
• Complete various projects such as reporting and tasks as required with cross-functional HR / Partner teams, working on projects/programs.

Who You Are

• You have a demonstrated ability to provide feedback and coaching to employees and leaders at every level, leading with empathy but also helping others to reflect and grow in response to workplace challenges; you are able to influence effectively and help drive situations to the right outcome, including those involving emerging technologies like AI, where you guide managers in using these tools responsibly and effectively.
• You have excellent interpersonal, communication, empathy, and active listening skills; ability to adjust communication and style to support and influence leaders and employees and at various levels of the organization.
• You have strong learning agility and an innovative mindset, including curiosity about how AI tools and agents can enhance ER processes while maintaining ethical and human-centered practices; and ability to manage your own time and workload, juggling conflicting priorities; confidence in handling ambiguous and fluid situations with flexibility, composure and effectiveness; aware of your own strengths, opportunities for growth and how to involve the right people to identify useful learning opportunities.
• You have a commitment to valuing diversity and contributing to an equitable and inclusive working environment; ability to assess situations objectively and remain neutral to reach positive and reasonable outcomes.
• You are comfortable navigating ambiguous, fluid, and quickly-evolving situations.
• You are able to manage your own time effectively, juggling conflicting priorities in a fast-paced environment and you capitalize on new ways to improve scalability, consistency, and impact through technology and innovation.

Qualifications

• 5+ years of direct client-facing experience in an Employee Relations role; experience with performance management/improvement and/or experience conducting workplace investigations.
• Experience with an HR ticketing system, ServiceNow platform expertise desired; Proficiency with Microsoft Office Suite or related software; proficiency navigating through HRIS systems (PeopleSoft, Workday, Tableau, etc.)
• Familiarity with AI-enabled HR platforms and tools (e.g., Gen AI, ServiceNow AI modules); ability to assess and apply AI outputs responsibly in employee relations contexts.
• Experience contributing to or implementing AI governance frameworks, ethical guidelines, or training programs within HR or ER functions.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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