ServiceNow Support Specialist HRSD

Job Title: Service Now Support Specialist / HRSD Business Process Consultant

Location: Santa Clara, CA Remote

Job Type: Contract W2

Work Authorization: Candidates must be able to work on W2 without requiring current or future visa sponsorship.

We are seeking an experienced Service Now HRSD / Human Resource Business Process Consultant with strong knowledge of HR operations and Service Now HR Service Delivery. The consultant will work with business stakeholders, HR functional teams, and Service Now developers to analyze, design, optimize, and support HR processes using the Service Now platform.

The ideal candidate will have strong hands-on experience with HR Case Management, HRSD configuration, Lifecycle Events, Knowledge Management, Virtual Agent, Agent Workspace, reporting, integrations, upgrades, deployments, and Service Now development
.

• 8 10 years of experience in HR operations / HR service delivery.
• 4+ years of hands-on experience with Service Now HRSD.
• Strong experience with Service Now HR Service Delivery (HRSD).
• Experience with HR Case Management and HR service delivery models.
• Strong understanding of HR processes including onboarding, offboarding, employee relations, leave management, and HR case management.
• Ability to translate business requirements into user stories, functional specifications, and test cases.
• Strong client-facing communication, facilitation, and stakeholder management skills.

• COE and COE Security Policies
• HR Criteria
• HR Services
• Assignment Rules and Matching Rules
• HR Case Management configuration
• Case templates and related HRSD functionality

• HR Knowledge Management
• Knowledge bases and articles
• Knowledge access/security
• Knowledge governance and maintenance

• Service Now Virtual Agent
• Live Chat
• Advanced Work Assignment (AWA)
• Employee interaction and support channels

• HR Agent Workspace
• Case management and agent experience
• Workspace configuration and optimization

• Service Now upgrades
• Instance cloning
• Application deployment
• Release management
• Migration and deployment activities

• Service Now upgrades
• Business Rules
• Client Scripts
• UI Policies / UI Actions
• Script Includes
• Workflows / Flow Designer
• Service Catalog
• User stories and functional specifications

• HRSD reporting
• Performance metrics
• Reports and dashboards
• HR service delivery analytics

• UI translations
• Data/content translations
• Global and multilingual HR service delivery

• Service Now Automated Test Framework (ATF)
• Test case development
• Regression testing
• UAT support

• Employee onboarding
• Employee offboarding
• Lifecycle Event configuration
• Employee Journey Management
• HR process automation

• Service Now CSA and CAD with ITSM certifications.
• Service Now HRSD Implementation Specialist certification.
• CTA or CMA certification is a plus.
• Experience in consulting or HR transformation environments.
• Experience with Agile/Scrum methodologies.
• Experience integrating Service Now with Workday, Success Factors, UKG, Oracle, Payroll, or other HCM platforms.
• Experience supporting global HR operations and multilingual/multi-region HR services.
• Knowledge of HR data privacy and compliance requirements such as GDPR and HIPAA.

• Lead workshops to understand HR requirements, business challenges, and objectives.
• Analyze current-state HR processes and design future-state processes using Service Now HRSD.
• Design and document process flows, service catalogs, knowledge articles, and case templates.
• Map HR business requirements to Service Now HRSD capabilities.
• Partner with Service Now developers on functional requirements, user stories, and testing.
• Guide HRSD configuration and design decisions.
• Support UAT, change management, and stakeholder enablement.
• Drive Service Now HRSD adoption and continuous process improvement.
• Provide guidance on HR shared services, employee experience, and digital HR transformation.