Support Specialist - ServiceNow HRSD

W2 ONLY

Position: Support Specialist - ServiceNow HRSD

Location: Santa Clara, CA (REMOTE)

CONTRACT

Job Description:

Mandatory Skills: ServiceNow, - HRSD, ServiceNow

Position Summary:

• We are seeking an experienced Human Resource Business Process Consultant with deep knowledge of HR operations and ServiceNow HR Service Delivery (HRSD).
• In this role, you will partner with clients and internal teams to analyze, design, and implement optimized HR processes using the ServiceNow platform.
• You’ll serve as the bridge between HR functional teams and technical developers, ensuring solutions are aligned with HR best practices, compliance requirements, and user experience expectations.

Key Responsibilities:

•         Lead client workshops to gather HR requirements, pain points, and objectives.

•         Analyze current-state HR processes (e.g., onboarding, offboarding, leave, employee relations, HR case

•         management) and define future-state solutions using ServiceNow HRSD.

•         Design and document business process flows, service catalogs, knowledge articles, and case templates.

•         Map business requirements to HRSD capabilities including:

·         Case and Knowledge Management

·         Employee Service Center

·         Lifecycle Events

·         Document Management

·         Universal Request

·         Employee Journey Management (if applicable)

•         Collaborate with ServiceNow developers to translate functional requirements into user stories and test

•         cases.

•         Guide configuration decisions (e.g., topic/category design, lifecycle events, COEs).

•         Support user acceptance testing (UAT) and change management for HR users.

•         Provide thought leadership on HR shared services, employee experience, and digital HR transformation.

•         Stay up to date on HR compliance standards (e.g., HIPAA, GDPR) and how they affect solution design.

•         Drive platform adoption through stakeholder education, enablement, and process documentation.

Required Qualifications:

• Bachelor’s degree in Human Resources, Business, Information Systems, or related field.
• 8-10 years of HR experience, with strong knowledge of HR service delivery models.
• 4+ years of experience implementing or working with ServiceNow HRSD.
• Strong understanding of:
• HR Case Management
• HR Knowledge Management
• Lifecycle Events
• HR data privacy and compliance
• Proven experience in HR process design, optimization, and change enablement.
• Excellent communication, facilitation, and stakeholder engagement skills.
• Ability to translate business needs into structured user stories or functional specifications.

Preferred Qualifications:

•         Must have CSA and CAD certifications with ITSM.

•         Certification on ServiceNow HRSD Implementation Specialist.

•         CTA or CMA certifications are good to have

•         Experience working in a consulting or HR transformation environment.

•         Familiarity with Agile/Scrum methodologies and ServiceNow implementation approaches.

•         Experience with integrations between ServiceNow and HCM systems (e.g., Workday, SuccessFactors, UKG,

·         Oracle & Payroll systems ).

•         Exposure to global HR operations and multilingual/multi-region HR service delivery.

Please find the important areas which need to be covered:

1. Case Management (COE, COE Security Policies, HR Criteria, HR Service, Assignment and Matching Rule,
2. and all other features)
3. Knowledge Management
4. Virtual Agent + Live Chat (Advanced Work Assignment)
5. Agent Workspace
6. Upgrade/Clone/Deployment
7. Backend/Frontend Developments
8. Classification: Internal
9. Reporting and Dashboard
10. Translations (UI and Data)
11. Automated Test Framework
12. HR Lifecycle Event