ServiceNow HRSD Project Manager

Job Title: ServiceNow HRSD Project Manager

Location: Miami, FL
Duration: 12+ Months

Role Overview

We are seeking an experienced ServiceNow HRSD Project Manager with strong expertise in HR Service Delivery (HRSD) and project execution. The ideal candidate will lead end-to-end implementation and enhancement of ServiceNow HRSD solutions, working closely with HR, IT, and business stakeholders to deliver scalable and efficient employee experience solutions.

Key Responsibilities

Project Delivery

• Lead and manage end-to-end ServiceNow HRSD projects
• Define project scope, timelines, and delivery plans
• Track milestones, risks, issues, and dependencies
• Ensure alignment with HRSD best practices

Stakeholder Management

• Act as the primary onsite point of contact for HR, business, and IT teams
• Drive communication across cross-functional teams and leadership
• Conduct steering committee meetings and provide status reporting

Agile Execution

• Lead Agile ceremonies:
  • Daily stand-ups
  • Sprint planning
  • Backlog grooming
  • Retrospectives
• Align with Product Owners and HR leads on backlog prioritization
• Validate development progress and acceptance criteria

Testing & Deployment

• Coordinate:
  • SIT (System Integration Testing)
  • UAT (User Acceptance Testing)
  • Regression testing
• Oversee test planning, execution, and defect tracking
• Manage deployment, change control, and hypercare support

Governance & Compliance

• Ensure adherence to ServiceNow and organizational compliance standards
• Maintain project documentation, audit logs, and approvals

Continuous Improvement

• Identify process improvement opportunities in HRSD workflows
• Recommend enhancements to improve employee experience and automation

Required Skills & Qualifications

ServiceNow Expertise

• Strong experience with ServiceNow HR Service Delivery (HRSD) modules:
  • HR Case & Knowledge Management
  • Employee Service Center (ESC)
  • HR Agent Workspace
  • Lifecycle Events (Onboarding, Transfer, Offboarding)
• Experience with:
  • HR integrations (Workday, Active Directory, etc.)
  • Workflows, catalog items, HR tables, automation, and security roles
• Ability to translate HR business requirements into user stories

Project Management Skills

• 8–12+ years of overall IT experience with strong PM background
• Proven experience managing:
  • HRSD implementations
  • Enhancements and upgrades
• Strong expertise in:
  • Agile / Scrum / Hybrid delivery models
• Experience managing:
  • Project plans
  • RAID logs
  • Budget tracking
  • Sprint backlogs
  • UAT plans
  • Cutover & hypercare plans
  • Executive dashboards
• Experience with vendor coordination and offshore-onshore collaboration

HR Domain Knowledge

• Strong understanding of:
  • HR operations
  • Case management
  • Employee experience processes
• Experience working with:
  • HR
  • Payroll
  • Talent teams
  • IT stakeholders

Technical Coordination

• Ability to collaborate with:
  • Developers
  • Architects
  • Integration teams
• Familiarity with ServiceNow–Workday integrations (preferred)
• Ability to review functional specs, process flows, and testing documentation

Soft Skills

• Excellent communication and stakeholder management
• Strong presentation and documentation skills
• Ability to handle escalations and lead workshops onsite
• Highly organized, proactive, and detail-oriented

Preferred / Certifications

• ServiceNow certifications:
  • CSA
  • CIS-HRSD
  • ITIL
• Project Management certifications:
  • PMP
  • CSM
  • PMI-ACP
• Domain experience in:
  • Homebuilding
  • Real Estate
  • Construction
• Experience with integrations:
  • Workday
  • SAP SuccessFactors
  • Payroll systems