• Support the HR Business team in day-to-day HR Service Delivery (HRSD) operations and improvements
• Act as the primary liaison with the ServiceNow platform team to scope, design, and deliver HRSD features, case workflows, integrations, and enhancements aligned to HR policies and compliance
• HRSD Operations & Business Support
• Serve as the HRSD subject matter expert (SME) for HR Business stakeholders—translate HR process needs into platform requirements and configurations
• Triage, analyze, and resolve HRSD issues (cases, requests, tasks) and coordinate root-cause fixes
• Manage and optimize HR case lifecycle: intake, categorization, assignment, SLAs, escalations, and closure
• Maintain and improve HR Knowledge Base (articles, lifecycles, feedback loops) to drive case deflection and self-service adoption
• Support HR portals, catalog items, service items, and HR workflows to ensure intuitive employee experience
• Platform Liaison & Delivery
• Partner with the ServiceNow platform team to deliver enhancements: requirement gathering, backlog grooming, solution design, configuration, testing, and release coordination
• Write clear functional specs, user stories, acceptance criteria, and test cases; participate in demos and UAT
• Validate platform changes against HR policies, security, compliance, and data privacy (PII/PHI) requirements
• Coordinate deployments with change management processes; ensure proper documentation, versioning, and rollback plans
• Configuration & Administration (HRSD)
• Configure and maintain HR services, HR profiles, lifecycle events, HR case/workflow models, COE definitions, and data models
• Administer HRSD security: user/role assignments, entitlements, COE scopes, data segmentation, and HR data access controls
• Maintain HR catalog items, forms (UI policies, client scripts), and automation (flows, workflows, decision tables)
• Monitor platform health for HRSD (queue backlogs, SLAs, performance dashboards, integration errors)
• Reporting & Insights
• Build and maintain HRSD dashboards and reports (volumes, SLA attainment, turnaround time, KPIs)
• Provide insights and recommendations to reduce case volumes, improve resolution time, and enhance employee experience
• Stakeholder Management & Enablement
• Act as the point of contact for HR service owners and HR operations leads
• Conduct knowledge transfer, training, and playbooks for HR agents and super users

Facilitate workshops for process discovery, continuous improvement, and roadmap planning

• Experience translating business needs into ServiceNow configurations, flows/workflows, and catalog/forms
• Strong understanding of HR data privacy, access controls, and compliance requirements
• Proficiency in backlog management, user stories, UAT, and change/release management
• Strong communication and stakeholder management skills across HR, IT, and InfoSec
• ServiceNow certifications (e.g., CSA, CAD, HRSD-specific certs)
• Exposure to integrations with Workday / SAP SuccessFactors / Oracle HCM (via ServiceNow IntegrationHub, MID Server, APIs)

Familiarity with analytics/dashboards, performance SLAs, and operational metrics

• 3–7 years supporting HR processes and systems, with 2+ years hands-on in ServiceNow HRSD (case management, COEs, lifecycle events, HR services, security)
• Experience with Knowledge Management, Virtual Agent, Employee Center / EC Pro, and document generation (e.g., DocGen)

Experience with lifecycle events (onboarding, transfers, offboarding), employee journeys, and policy automation

Pay Rate: $45.00/hr to $53.00/hr on W2