Technical Support Specialist

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., * 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:

o Case and Knowledge Management o Employee Service Center o Lifecycle Events o Document Management o Universal Request o 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., 1. Case Management (COE, COE Security Policies, HR Criteria, HR Service, Assignment and Matching Rule, and all other features)

1. Knowledge Management
2. Virtual Agent + Live Chat (Advanced Work Assignment)
3. Agent Workspace
4. Upgrade/Clone/Deployment

5. Backend/Frontend Developments

6. Reporting and Dashboard
7. Translations (UI and Data)
8. Automated Test Framework
9. HR Lifecycle Events

• 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:

o HR Case Management o HR Knowledge Management o Lifecycle Events o 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., * 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:

o HR Case Management o HR Knowledge Management o Lifecycle Events o 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., * 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.