ServiceNow Consultant

ServiceNow Subject Matter Expert (SME)

We are seeking an experienced ServiceNow Subject Matter Expert to serve as the primary technical liaison between our core Infrastructure / IT team and our client's managed service provider (India-based). This person will work fully remotely in the Pacific time zone, and lead the build-out of three key ServiceNow modules: Customer Service Management (CSM), HR Service Delivery (HRSD), and Employee Works. The role ensures high-quality platform delivery, clear communication, and strong alignment between the internal team and the MSP.

Key Responsibilities:

• Act as the day-to-day technical interface and primary point of contact between the internal team and the MSP's offshore ServiceNow delivery teams.
• Facilitate clear, effective communication across time zones, and technical/business language.
• Lead and provide deep subject-matter expertise for the design, configuration, and build-out of:
• Customer Service Management (CSM)
• HR Service Delivery (HRSD)
• Employee Works
• Monitor service delivery against SLAs/OLAs; track and drive resolution of incidents, problems, and changes related to these modules; support root-cause analysis on escalated issues.
• Participate in (and help drive) governance calls, status meetings, design reviews, and performance reviews with the MSP.
• Translate business and technical requirements from the core team into clear, actionable direction for the offshore teams; review quality of configurations, workflows, scripts, catalog items, portals/workspaces, and documentation.
• Identify process, knowledge, or platform gaps and drive continuous improvement across CSM, HRSD, and Employee Works.
• Support platform upgrades, integrations, major incidents, and related projects as the onshore technical SME for these modules.
• Help ensure compliance with healthcare regulations (HIPAA and related requirements) and internal policies in all MSP activities.
• Build strong working relationships with both internal stakeholders and MSP counterparts.

Required Qualifications:

• 5–10+ years of hands-on ServiceNow experience, with strong depth in implementation and configuration of CSM, HRSD, and/or Employee Works (or closely related modules such as Employee Center / Employee Workspace).
• Proven experience interfacing with or managing offshore/MSP offshore delivery teams.
• Experience as a technical liaison or service-delivery interface is highly valuable.
• Solid understanding of ServiceNow best practices, ITIL processes, and platform governance as they apply to customer service, HR, and employee experience modules.
• Excellent verbal and written communication skills — ability to explain complex technical topics clearly to both technical and non-technical audiences and to work effectively across cultures and time zones.
• Ability and willingness to work Pacific Time Zone hours with some early-morning or late-afternoon/evening overlap with India as needed.
• Bachelor's degree in IT, Computer Science, or related field preferred; relevant ServiceNow certifications (e.g., CSA, CAD, CIS-CSM, CIS-HR, or module-specific) are a strong plus.
• Healthcare or other regulated-industry experience (HIPAA awareness) preferred.

Preferred:

• Direct implementation experience building out CSM, HRSD, and Employee Works (or Employee Center / Workspace equivalents).
• Prior experience as a client-side technical liaison for a large MSP engagement involving ServiceNow.
• Familiarity with healthcare / health-plan IT environments.
• Experience with ServiceNow integrations, Flow Designer, scripting, Service Portal / Employee Center customization, or related advanced capabilities.