We are seeking an experienced ServiceNow Subject Matter Expert to serve as the primary technical liaison between our core Infrastructure / IT team and our client's managed service provider (India-based).
This person will work fully remotely in the Pacific time zone, and lead the build-out of three key ServiceNow modules: Customer Service Management (CSM), HR Service Delivery (HRSD), and Employee Works.
The role ensures high-quality platform delivery, clear communication, and strong alignment between the internal team and the MSP.
Key Responsibilities
Act as the day-to-day technical interface and primary point of contact between the internal team and the MSP's offshore ServiceNow delivery teams.
Facilitate clear, effective communication across time zones, and technical/business language.
Lead and provide deep subject-matter expertise for the design, configuration, and build-out of:
Customer Service Management (CSM)
HR Service Delivery (HRSD)
Employee Works
Monitor service delivery against SLAs/OLAs; track and drive resolution of incidents, problems, and changes related to these modules; support root-cause analysis on escalated issues.
Participate in (and help drive) governance calls, status meetings, design reviews, and performance reviews with the MSP.
Translate business and technical requirements from the core team into clear, actionable direction for the offshore teams; review quality of configurations, workflows, scripts, catalog items, portals/workspaces, and documentation.
Identify process, knowledge, or platform gaps and drive continuous improvement across CSM, HRSD, and Employee Works.
Support platform upgrades, integrations, major incidents, and related projects as the onshore technical SME for these modules.
Help ensure compliance with healthcare regulations (HIPAA and related requirements) and internal policies in all MSP activities.
Build strong working relationships with both internal stakeholders and MSP counterparts.
Required Qualifications
5 10+ years of hands-on ServiceNow experience, with strong depth in implementation and configuration of CSM, HRSD, and/or Employee Works (or closely related modules such as Employee Center / Employee Workspace).
Proven experience interfacing with or managing offshore/MSP offshore delivery teams.
Experience as a technical liaison or service-delivery interface is highly valuable.
Solid understanding of ServiceNow best practices, ITIL processes, and platform governance as they apply to customer service, HR, and employee experience modules.
Excellent verbal and written communication skills ability to explain complex technical topics clearly to both technical and non-technical audiences and to work effectively across cultures and time zones.
Ability and willingness to work Pacific Time Zone hours with some early-morning or late-afternoon/evening overlap with India as needed.
Bachelor's degree in IT, Computer Science, or related field preferred; relevant ServiceNow certifications (e.g., CSA, CAD, CIS-CSM, CIS-HR, or module-specific) are a strong plus.
Healthcare or other regulated-industry experience (HIPAA awareness) preferred.
Preferred
Direct implementation experience building out CSM, HRSD, and Employee Works (or Employee Center / Workspace equivalents).
Prior experience as a client-side technical liaison for a large MSP engagement involving ServiceNow.
Familiarity with healthcare / health-plan IT environments.
Experience with ServiceNow integrations, Flow Designer, scripting, Service Portal / Employee Center customization, or related advanced capabilities.