Technical Support Specialist

Position Summary:

We are seeking an experienced Human Resource Business Process Consultant with deep knowledge of HR operations and Service Now 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 Service Now 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.

• 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 Service Now HRSD.
• Design and document business process flows, service catalogs, knowledge articles, and case templates.
• Map business requirements to HRSD capabilities including:
• Case and Knowledge Management
• Employee Service Center
• Lifecycle Events
• Document Management
• Universal Request
• Employee Journey Management (if applicable)

• Collaborate with Service Now 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 Service Now HRSD.
• Strong understanding of:
• HR Case Management
• HR Knowledge Management
• Lifecycle Events
• 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 Service Now 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 Service Now implementation approaches.
• Experience with integrations between Service Now and HCM systems (e.g., Workday, Success Factors, 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:

At HCLTech, you ll supercharge your potential. You ll find your career. And you ll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.

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