Digital HR Operational Support
Location: Hyderabad, India

Function: Digital HR | Hyderabad Delivery

Join Lonza’s Digital HR team as a Digital HR Operational Support, supporting the Service Operations pillar within our Hyderabad delivery capability. You will help ensure smooth day-to-day service delivery by managing ticket operations, SLA performance, case management, and operational ServiceNow activities.
This is a mid-level service delivery role focused on service management, operational excellence, and process discipline, rather than deep ServiceNow platform configuration.

What you will do
• Manage day-to-day ServiceNow ticket operations, including triage, prioritization, routing, and progression.
• Manage cases to resolution or escalation within defined SLAs, ensuring clear requester communication and accurate documentation.
• Monitor SLA performance, identify risks, and support improvements in resolution and reopen rates.
• Maintain knowledge articles, service catalogue items, and standard responses.
• Support ServiceNow HRSD operational administration across catalogue, workflows,



knowledge, and reporting.
• Produce service reports and highlight recurring issues, trends, and improvement opportunities.
• Coordinate ticket resolution, escalation, and handovers across Digital HR teams and time zones.
• Ensure well-triaged and documented requests reach the appropriate specialists.

What we are looking for
• Experience in service desk, service delivery, or service operations within an ITSM or HR service environment.
• Hands-on experience with ServiceNow, preferably HRSD or ITSM.
• Positive understanding of SLAs, incident/request management, ticket prioritization, case management, and escalation.
• Experience working with ServiceNow catalogue, workflows, knowledge management, and reporting.
• Strong process and quality mindset with a focus on continuous improvement.
• Strong written communication and stakeholder coordination skills.
• Ability to work effectively within

📌 Digital HR Operational Support (Hyderabad)
🏢 Lonza
📍 Hyderabad