ServiceNow HRSD Consultant

Tekfortune is a fast-growing consulting firm specialized in permanent, contract & project-based staffing services for world s leading organizations in a broad range of industries. In this quickly changing economic landscape, virtual recruiting and remote work are critical for the future of work. To support the active project demands and skills gaps, our staffing experts can help you find the best job for you.

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:
1. Case Management (COE, COE Security Policies, HR Criteria, HR Service, Assignment and Matching Rule, and all other features)
2. Knowledge Management
3. Virtual Agent + Live Chat (Advanced Work Assignment)
4. Agent Workspace
5. Upgrade/Clone/Deployment
6. Backend/Frontend Developments
7. Reporting and Dashboard
8. Translations (UI and Data)
9. Automated Test Framework
10. HR Lifecycle Events


Mandatory Skills : Snow assist, ITSM, Creator/Creator Workflows, Configuration, troubleshooting, and production enablement

" 6+ years of hands-on experience in ServiceNow development, configuration, and administration.
" Strong expertise in ServiceNow platform capabilities, best practices, and enterprise implementations.
" Experience implementing and configuring Now Assist (GenAI) features to enhance agent productivity and service operations.
" Good understanding of ITSM processes including Incident, Problem, Change, Request, and Knowledge Management.
" Hands-on experience with Creator Workflows/App Engine, Flow Designer, and workflow automation.
" Ability to configure, customize, and troubleshoot ServiceNow applications, forms, catalogs, and integrations.
" Strong scripting knowledge using JavaScript, Business Rules, Script Includes, Client Scripts, and UI Policies.
" Experience integrating ServiceNow with external systems using REST/SOAP APIs and Integration Hub.
" Skilled in resolving production issues, conducting root cause analysis, and driving platform stability.
" Collaborate with business stakeholders to gather requirements and deliver scalable ServiceNow solutions.
" Support platform upgrades, enhancements, and ongoing optimization activities.
" Ensure adherence to ServiceNow development standards, governance, and security best practices.
" Excellent analytical, communication, and stakeholder management skills.
" ServiceNow certifications (CSA, CAD, CIS-ITSM) are preferred.
" Ability to work independently and lead configuration/development activities across multiple projects.

Skills:

• • Strong ServiceNow platform expertise
  • Experience with Now Assist
  • ITSM
  • Creator/Creator Workflows
  • Configuration, troubleshooting, and production enablemen

Key Responsibilities

• Skills:
  • Strong ServiceNow platform expertise
  • Experience with Now Assist
  • ITSM
  • Creator/Creator Workflows
  • Configuration, troubleshooting, and production enablement

For more information and other jobs available please contact our recruitment team at

careers@tekfortune.com

. To view all the jobs available in the USA and Asia please visit our website at https://www.tekfortune.com/careers/ .