Specific requirements for this Contractor role:
• ServiceNow HRSD experience: Hands-on experience supporting, configuring, or administering ServiceNow (HRSD).
• HRSD module knowledge: Working knowledge of HR Case Management, Employee Center/Employee Center Pro, HR Knowledge Management, HR Services, HR Lifecycle Events, and HR Tasks.
• ServiceNow platform proficiency: Ability to navigate and maintain ServiceNow configurations, including forms, fields, tables, workflows/flows, assignment groups, notifications, templates, and access controls.
• HR process knowledge: Understanding of common HR processes such as onboarding, offboarding, employee changes, leave/benefits inquiries, payroll inquiries, employee relations, and general HR service delivery.
• Case management support: Ability to troubleshoot HR cases, routing, assignments, SLAs, notifications, approvals, and fulfillment workflows.
• Employee Center support: Experience maintaining HR service catalogs, employee-facing content, knowledge articles, topics, and employee self-service experiences.
• Testing: Ability to develop and execute test scenarios/scripts, regression testing, UAT support, defect documentation, and validation of ServiceNow enhancements/releases.
• Requirements documentation: Ability to translate HR business needs into clear requirements, user stories, acceptance criteria, process flows, and configuration specifications.
• Production support: Experience researching incidents, identifying root causes, resolving configuration/data issues, and escalating technical defects when appropriate.
• Data and reporting: Ability to work with ServiceNow reports, dashboards, lists, filters, exports, and HR operational metrics; strong Excel skills preferred.
• Integration awareness: General understanding of integrations between ServiceNow HRSD and Workday
• Change management: Ability to document changes, follow established development/testing/production controls, and support release and deployment activities.
• Problem-solving: Strong analytical skills with the ability to investigate issues across process, configuration, data, integration, and user-access layers.
• Communication: Ability to communicate effectively with HR Operations, HRIS/HR Technology, Payroll, IT, ServiceNow developers, product owners, and business stakeholders.
• Documentation: Ability to create and maintain SOPs, job aids, configuration documentation, knowledge articles, and support procedures.
• Independent execution: Able to quickly learn the organization's HRSD environment, manage assigned work with limited supervision, and meet established deadlines.
