Job Title: ServiceNow HRSD Consultant
Location: Santa Clara, CA (Remote)
Job 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 will 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, including onboarding, offboarding, leave management, employee relations, and 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 including topic/category design, lifecycle events, and Centers of Excellence (COEs).
- Support User Acceptance Testing (UAT) and change management activities for HR users.
- Provide thought leadership on HR shared services, employee experience, and digital HR transformation.
- Stay current on HR compliance standards such as HIPAA and GDPR and their impact on solution design.
- Drive platform adoption through stakeholder education, enablement, and process documentation.
Required Skills
- ServiceNow HR Service Delivery (HRSD)
- HR Case Management
- HR Knowledge Management
- Lifecycle Events
- Employee Service Center
- Document Management
- Universal Request
- HR data privacy and compliance
- HR process design and optimization
- Change enablement
- Stakeholder engagement
- User story and functional specification development
Preferred Skills
- ServiceNow HRSD Implementation Specialist Certification
- CSA Certification
- CAD Certification
- ITSM experience
- CTA or CMA certifications
- Agile/Scrum methodologies
- ServiceNow implementation methodologies
- Integrations with Workday, SuccessFactors, UKG, Oracle, and Payroll systems
- Global HR operations experience
- Multilingual and multi-region HR service delivery experience
Qualifications
- Bachelor s degree in Human Resources, Business, Information Systems, or a related field.
- Extensive HR experience with strong knowledge of HR service delivery models.
- 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 requirements into structured user stories or functional specifications.
- Must have CSA and CAD certifications with ITSM.
Additional Technical Areas of Expertise
- Case Management (COE, COE Security Policies, HR Criteria, HR Service, Assignment and Matching Rules, and related features)
- Knowledge Management
- Virtual Agent and Live Chat (Advanced Work Assignment)
- Agent Workspace
- Upgrade, Clone, and Deployment activities
- Backend and Frontend Development
- Reporting and Dashboards
- UI and Data Translations
- Automated Test Framework (ATF)
- HR Lifecycle Events
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.
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