Sr. Manager, ServiceNow Optimization

Job Description

BAE Systems is seeking an experienced Sr. Manager, ServiceNow Optimization, to join our HR Enablement team. This role will focus on configuring, optimizing, and enhancing our ServiceNow HR Service Delivery (HRSD) platform to deliver seamless, intelligent employee experiences. Key priorities include configuring and deploying a Virtual Agent, managing HRSD integrations (potentially with PeopleSoft HCM 9.2) via low-code tools, and collaborating closely with our IT team, including the Enterprise ServiceNow team, to ensure robust, enterprise-grade solutions.

Key Responsibilities

• Configure, optimize, and enhance ServiceNow HRSD & Employee Relations (ER) modules, including HR Case Management, Lifecycle Events, Knowledge Management, Document Management, ServiceNow Dashboards and other HR service delivery capabilities.
• Configure features using traditional ServiceNow capabilities (e.g., topics, decision trees, NLU intents/entities where applicable, scripts, utterances, and integrations) to enable conversational self-service for HR requests, routing, and basic automation.
• Gather, analyze, and document end-user requirements through structured sessions and workshops with stakeholders from the HR Resource Center, HR Centers of Expertise, and various business sectors to ensure solutions align with organizational needs.
• Design, build, and maintain low-code HRSD integrations, with specific experience integrating ServiceNow HRSD with PeopleSoft HCM 9.2 (e.g., employee profile synchronization, bi-directional data flows for job data, onboarding/offboarding events, and other HCM-HRSD touchpoints) using Integration Hub, spokes, Flow Designer, or custom APIs.
• Collaborate closely with the IT team, including the IT ServiceNow team, to align HRSD development with platform standards, governance, shared components, security, and enterprise architecture.
• Develop applications, workflows, scripts (using JavaScript, Glide, Business Rules, Client Scripts, UI Policies, etc.), integrations, and Service Portal/Employee Center components to support HR processes.
• Test planning & scripting and perform unit testing, integration testing, regression testing and support user acceptance testing (UAT).
• Support deployment activities, including release management and post-go-live stabilization, in coordination with IT/Enterprise ServiceNow processes.
• Provide ongoing support, troubleshooting, and optimization of HRSD applications and integrations, including monitoring performance, resolving defects, and implementing enhancements based on user feedback.
• Develop the HRSD and Employee Relations roadmap in conjunction with the ServiceNow product roadmap by identifying opportunities for automation, AI-driven features, process improvements, and enhanced integrations to reduce friction in HR service delivery.
• Lead implementations and enhancements that increase and improve HRSD capability (e.g. improved content management, personalization, UI/UX improvements, and integration with HR processes to create a unified employee experience).
• Ability to evaluate configuration versus customization and favor out-of-the-box configuration first solutions where appropriate.

Required Education, Experience, & Skills

• At least 10 years of experience of which at least 4 years include hands-on experience administering, configuring and implementing ServiceNow HR Service Delivery (HRSD) and Employee Relations modules.
• Bachelors degree in Computer Science, Information Technology, Human Resources, Business, or a related field (or equivalent experience).
• Experience with capabilities such as Case and Knowledge Management, Service Now Catalogs, Lifecycle Events, and Employee Journeys.
• Strong working knowledge of IT Service Management (ITSM) and the relationship between HRSD and enterprise ServiceNow capabilities like Problem, Change, etc.
• Demonstrated experience implementing Virtual Agent using non-AI configurations (e.g., topic designer, decision tables, scripted flows, NLU models if needed, utterances, and integrations for conversational HR self-service), without generative AI or LLM-based features.
• Proficiency in ServiceNow automation & development tools: PowerShell, JavaScript, Glide scripting, Service Portal/Employee Center configuration, UI Builder, Flow Designer, Integration Hub, and REST/SOAP APIs.
• Deep knowledge of platform dependencies across ITSM, Employee Center, Integrations, Security, Workflow, Reporting ,etc.
• Hands-on experience with HRSD integrations, including specific integration with PeopleSoft HCM 9.2 (e.g., using Integration Hub, custom spokes, REST/SOAP APIs, or third-party tools for employee data sync, profile updates, and event-driven workflows) is highly desired.
• Proven experience implementing Employee Center Pro, including configuration of portals, topics, content blocks, search, personalization, and advanced features is highly desired.
• Solid understanding of HR business processes (e.g., onboarding, case management, employee self-service) and best practice configuration to ServiceNow capabilities
• Strong expertise in gathering and documenting end-user requirements from diverse HR and business stakeholders, including HR Resource Centers, Centers of Expertise, and business sectors.
• Excellent problem-solving, communication, and collaboration skills to work effectively with cross-functional teams, including IT and Enterprise ServiceNow groups.

Preferred Education, Experience, & Skills

ServiceNow certifications, including:
Certified Implementation Specialist Human Resources (CIS-HR) or Certified Implementation Specialist HR Service Delivery.
Now Assist for HR Service Delivery-related credentials (e.g., Now Assist for HRSD Implementer or Pro Plus suite accreditation).
Integration Hub Micro-Certification or related integration specialist training.
Additional experience integrating ServiceNow HRSD with other enterprise HR/HCM systems beyond PeopleSoft (e.g., Workday, SAP SuccessFactors).
Hands-on experience with ServiceNows AI and automation features, such as Predictive Intelligence, Platform Analytics, or generative AI in HR workflows.
Familiarity with agile methodologies (e.g., Scrum/Kanban), DevOps practices, CI/CD pipelines, and tools like Azure DevOps, Git, or ServiceNow Update Sets/ Application Repository for version control and deployments.
Prior experience working in environments with a dedicated Enterprise ServiceNow team, including adherence to platform governance, shared services, instance strategy, and cross-module best practices.
Knowledge of HR compliance, data privacy (e.g., GDPR, CCPA), and security configurations within ServiceNow HRSD and Employee Relations.
Experience with advanced ServiceNow tools such as Automated Test Framework (ATF), Performance Analytics, or UI Builder/Next Experience components.
Strong understanding of ITIL principles or HR process frameworks to support effective collaboration with IT and HR stakeholders.
Advanced degree or relevant certifications are a plus.

Pay Information
Full-Time Salary Range: $136000 - $231200

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.

About BAE Systems, Inc.
BAE Systems, Inc. is a defense, aerospace, and security company headquartered in Falls Church, Virginia, with more than 40,000 employees worldwide. We serve, supply, and protect those who protect us. As one of the most geographically diverse international defense companies, we deliver a full range of products and services spanning air, land, maritime, space, and cyber, including advanced electronics, intelligence solutions, and dedicated customer support.

Our culture is performance-driven and values-led, built on curiosity, creativity, and collaboration. Purpose isn't a tagline here. It's what drives us. We're developing breakthrough technologies that defend national security and make a lasting impact on our communities and our planet. When you join BAE Systems, you're not just building a career. You're contributing to a mission that truly matters.

This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.