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:
- Case Management (COE, COE Security Policies, HR Criteria, HR Service, Assignment and Matching Rule,
- and all other features)
- Knowledge Management
- Virtual Agent + Live Chat (Advanced Work Assignment)
- Agent Workspace
- Upgrade/Clone/Deployment
- Backend/Frontend Developments
- Classification: Internal
- Reporting and Dashboard
- Translations (UI and Data)
- Automated Test Framework
- HR Lifecycle Event
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