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.