Job Description Job Title HRSD Support Specialist Location Remote Duration: Long Term contract 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: 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. 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: 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. 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 Reporting and Dashboard Translations (UI and Data) Automated Test Framework HR Lifecycle Event Show more Numbers & Facts Location santa clare, CA (Remote Industry Medical Devices and Supplies Company Size 500 to 999 employees
Skills
Acceptance Testingunmatched
Agile Programming Methodologiesunmatched
Analysis Skillsunmatched
Best Practicesunmatched
Business Processesunmatched
Business Skillsunmatched
CAD/CAM (Computer-Aided Design/Computer-Aided Manufacturing)unmatched
Case Managementunmatched
Change Managementunmatched
Communication Skillsunmatched
Consultingunmatched
Design Documentunmatched
Employee Relationsunmatched
HIPAA (Health Insurance Portability and Accountability Act)unmatched
Human Resourcesunmatched
Human Resources Managementunmatched
Human Resources Processesunmatched
IT Service Management (ITSM)unmatched
Information Technology & Information Systemsunmatched
Knowledge Managementunmatched
Multilingualunmatched
Onboardingunmatched
Online Chatunmatched
Oracleunmatched
Payroll Software/Servicesunmatched
Process Flowunmatched
Process Improvementunmatched
Regulatory Complianceunmatched
Reporting Dashboardsunmatched
Requirements Managementunmatched
Scrum Project Management and Software Developmentunmatched
Service Deliveryunmatched
ServiceNowunmatched
Test Caseunmatched
Test Harnessunmatched
Thought Leadershipunmatched
User Interface/Experience (UI/UX)unmatched
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