ServiceNow Solution Architect (HRSD & CSM) Contract

Key Responsibilities

• Own end-to-end ServiceNow solution architecture for HRSD engagements, covering HR Case Management, Employee Service Centre, HR Integrations, Lifecycle Events, and Manager/Employee Self-Service portals.
• Define and enforce platform governance, design standards, coding conventions, and development best practices for HRSD implementations.
• Lead requirements workshops and design sessions, consulting on ServiceNow capabilities and HRSD standard processes to shape solutions aligned to client objectives.
• Ensure solutions fit within the broader enterprise architecture — addressing technical, business, user, and security perspectives.
• Produce and manage key architectural artefacts including platform architecture documentation, integration design documents, data model specifications, and work-effort estimates.
• Configure and implement ServiceNow Core HR applications including Employee Service Centre, HR Services, HR Catalogue, Record Producers, Assignment Rules, and HR Service Portal branding.
• Architect and implement security controls to protect HR data, including role-based access, ACLs, and data segregation in line with HR data privacy requirements.
• Facilitate communication between HR process owners, business stakeholders, and C-Suite — translating technical concepts into accessible language for all audiences.
• Provide top-level technology architecture consultancy, bringing thought leadership and innovative platform solutions to clients.
• Advise on frameworks, platform applications, and technical stacks that best address business problems, including risk-versus-value assessments for third-party integrations.

Technical Skills

• Minimum 6 years of hands-on ServiceNow experience, with at least 3 years in an architect or senior technical lead capacity.
• Demonstrated expertise in ServiceNow HRSD module — including HR Case Management, Employee Service Centre, Lifecycle Events, HR Catalogue, and HR Integrations.
• Strong proficiency in ServiceNow platform architecture and data model, with hands-on scripting experience in JavaScript (business rules, client scripts, script includes, scheduled jobs).
• Experience designing and implementing integrations with HCM platforms (e.g. Workday, SAP SuccessFactors) using REST, SOAP, Integration Hub, and MID Servers.
• Ability to configure security controls for HR data protection including ACLs, roles, and data scoping.
• Proficiency with ServiceNow tooling: Flow Designer, App Engine Studio, Studio IDE, Update Sets, and CI/CD pipelines.
• Experience with front-end development within ServiceNow: Service Portal, UI Builder, Angular, HTML5, CSS/Sass, and SP Widgets is advantageous.
• Strong understanding of HR Service Delivery processes — case management, employee onboarding/offboarding, HR knowledge management, and self-service workflows
• Familiarity with ITIL framework principles and how they apply to HR service operations.
• Experience across the full implementation lifecycle: discovery, design, build, test, training, deployment, and hypercare.
• Participated in at least 3 end-to-end ServiceNow implementations, with direct responsibility for HRSD design and architecture.
• Strong project management skills: ability to plan work, manage dependencies, meet deadlines, and deliver quality outcomes.
• Effective at facilitating alignment between process owners, project managers, and executive sponsors.