ServiceNow HRSD Specialist

Role Summary

Implement and enhance ServiceNow HR Service Delivery capabilities to provide efficient, secure, and employee-centric HR services across the employee lifecycle.

Key Responsibilities

• Configure HR services, HR case and knowledge management, COEs, templates, and HR Agent Workspace.
• Design lifecycle events (onboarding, transfers, leave, offboarding) using activity sets and Journeys.
• Configure Employee Center / Employee Center Pro, taxonomy, content, and employee experiences.
• Implement HR criteria, user criteria, and HR security (scoped roles, contextual security, restricted COEs) to protect sensitive data.
• Configure Employee Document Management, e-signature, and data retention where required.
• Integrate HRSD with HRIS/HCM systems (Workday, SAP SuccessFactors, Oracle HCM) via IntegrationHub spokes or APIs, plus identity and enterprise systems.
• Design HR case workflows, assignment, approvals, SLAs, and notifications.
• Support testing, upgrades, documentation, and production support.

Required Qualifications & Skills

• 4+ years of ServiceNow experience, including 2+ years of hands-on HRSD implementation.
• Knowledge of HR case management, Employee Center, lifecycle events, and Journeys.
• Strong understanding of HR data security, PII handling, and role-based access in scoped HR applications.
• Experience with Flow Designer, IntegrationHub, and JavaScript/Glide scripting.

Preferred Qualifications

• CSA and CIS-Human Resources (CIS-HR).
• Experience integrating with Workday, SAP SuccessFactors, Oracle HCM, or similar platforms.
• Exposure to Now Assist for HR or Universal Request.

Level & Experience
We are hiring at multiple levels; final level/salary is based on interview performance.

• L2 (3-5 yrs): Independently configures HR services, case workflows, Employee Center and lifecycle events.
• L3 (5-8 yrs): Leads HRSD workstreams, designs HR security and data-access models, Journeys and HRIS integrations (Workday, SuccessFactors).
• L4 (8+ yrs): Defines the employee experience architecture and HR service delivery roadmap, and advises HR and client leadership.

General Expectations

• Work effectively in Agile/Scrum or hybrid delivery environments and collaborate with distributed, multi-time-zone teams.
• Produce clear technical/functional documentation and follow established development, security, change, and release standards.
• Communicate effectively with technical teams, business stakeholders, and client leadership.
• Support production issues, releases, or scheduled activities outside standard business hours when required by the engagement.