ServiceNow HRSD Implementation Specialist

The Service Now Platform Implementation Solution Specialist is a technical and strategic position within the Business Technology practice in the UK. This role is focused on designing, configuring, and integrating Service Now solutions that elevate Customer Experience, Technology Experience, and Employee Experience.

You'll play a key role in shaping seamless, end-to-end workflows that enhance productivity and satisfaction for both customers and employees. Success in this role requires a strong understanding of what drives exceptional customer experiences across marketing, sales, and commerce, as well as how impactful employee experiences are built around critical moments such as onboarding, daily work, and career development.

Technical Development
Design and deliver Service Now workflow solutions across multiple domains, including:

• Customer
  
  Experience:
  
  Customer Service Management (CSM), Field Service Management, Customer Service Portal

• Technology
  
  Experience:
  
  IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM)

• Employee
  
  Experience:
  
  HR Service Delivery (HRSD), Employee Onboarding and Transitions, Workplace Service Delivery

User Experience
Leverage Service Now's Experience Layer to create modern, intuitive user experiences:

• Configure and enhance the Next Experience UI for seamless, tailored interactions

• Use UI Builder and Service Portal to develop role-based dashboards and customized workflows aligned to client needs

Integration & Data Management

• Integrate Service Now with external systems such as CRMs, HR platforms, and eCommerce solutions using REST/SOAP APIs and Integration Hub

• Manage data migrations and ensure consistency across Service Now modules and external systems

• Work with workflow data fabric and Raptor
  
  DB to maintain data integrity and performance

• Service Now Expertise:
  Proven experience delivering solutions across Customer, Technology, and Employee Experience workflows

• Customer & Employee Insight:

  • Strong understanding of customer journey optimization across marketing, sales, and commerce

  • In-depth knowledge of the employee lifecycle, including onboarding, productivity, and talent development

• Technical
  
  Skills:
  
  Proficiency in JavaScript, HTML, CSS, and Service Now tools such as Glide API, Flow Designer, and Integration Hub

• Integration
  
  Experience:
  
  Demonstrated ability to build end-to-end workflows by integrating Service Now with external systems

• Collaboration & Communication:
  Ability to translate technical solutions into clear business value and work effectively with cross-functional teams

• Problem Solving:
  Analytical mindset with a passion for troubleshooting complex challenges and delivering innovative solutions

Baseline Personnel Security Standard (BPSS) clearance is required for this role.

There are no nationality or residency restrictions; however, candidates who have lived outside the UK within the last three years may be subject to additional checks. Throughout the recruitment process, you will be asked questions related to BPSS eligibility, including (but not limited to) residency and nationality.