ServiceNow HRSD Architect

What the role delivers:

• Architecture across the landscape - end-to-end design on ServiceNow (HRSD, Employee Center Pro, Now Assist / Virtual Agent, AI Search, Integration Hub, Flow Designer) and how it connects to SuccessFactors, SAP and analytics. Owns how the pieces fit, not just the ServiceNow box.
• Translation, both directions - business need into unambiguous, buildable stories for offshore teams; technical trade-offs back into plain language so functional owners see the second-order consequences.
• Challenge - pushes back on process problems dressed up as build requests, defaults to out-of-the-box before custom, and flags technical debt, licensing and entitlement exposure and localization risk before it is built
• Delivery direction - works across vendor teams to keep the build aligned to the design
• Milestone planning - sequences by dependency (foundations journeys AI data retrieval integrations)

The individual you propose Must be - senior and credible with both HR process owners and technical reviewers; assertive and delivery-focused; strategic and holistic; a fresh thinker who challenges assumptions rather than taking orders; and a strong planner who spots the edge cases (part-time staff, contractors, mid-process transfers, multi-country differences) before they become defects.

Must have:

• Hands-on ServiceNow configuration and development - real depth in HRSD and Employee Center Pro (catalog, workflows, Flow Designer, Integration Hub, scripting, role based logic), able to build and to advise on how the system works underneath.
• Enterprise-scale ServiceNow architecture for large or distributed organizations.
• Cross-landscape integration experience - ServiceNow with SuccessFactors / SAP HCM (or close equivalent): data flows, master data, identity and the failure modes when integration data is late or missing.
• AI and self-service on ServiceNow - Now Assist, Virtual Agent, AI Search and modern deflection design.
• Proven requirements-to-specification for offshore delivery.
• Stakeholder facilitation with non-technical owners, and agile delivery with (or leading) offshore vendor teams.
• Awareness of licensing, entitlement and technical debt, raised proactively - we have been bitten by capability enabled ahead of an entitlement model, and treat that as a hard gate.
• Advantageous - ITSM cross-domain exposure; multi-country localization and entitlement design; Visier or equivalent analytics; onboarding and offboarding journey delivery; large industrial or oil and gas settings with a mixed office and field workforce.
• Certifications (advantage, not a substitute for demonstrated skill) - ServiceNow CIS (HR, ITSM, CSM, PPM), CAD, CSA, ITIL 4, ArchX.