ServiceNow Technical Consultant (HRSD & CSM) Contract

Requirements

• Facilitate and document requirements workshops with HR stakeholders across all Centres of Excellence (COEs) — including Talent Acquisition, Reward & Performance, Learning & Development, Payroll, and HR Operations.
• Translate business requirements into ServiceNow HRSD configuration specifications, process maps, and functional design documents.
• Document as-is HR processes, identify gaps and inefficiencies, and map to to-be ServiceNow workflows — including routing rules, escalation paths, and SLA tiers.
• Maintain a live requirements traceability matrix (RTM) to ensure all business requirements are tracked through to configuration, testing, and sign-off.
• Produce clear and structured business analysis artefacts including user stories, acceptance criteria, process narratives, and data flow diagrams.
• Translate business requirements into ServiceNow HRSD solution designs covering HR Case Management, Employee Service Centre, HR Services, HR Catalogue, Record Producers, Assignment Rules, Lifecycle Events, and Knowledge Management.
• Advise business stakeholders on ServiceNow HRSD standard processes, platform capabilities, and configuration options — clearly articulating trade-offs between configuration and customisation.
• Collaborate with the ServiceNow Solution Architect and development teams on configuration decisions, integration requirements, and data model considerations.
• Support AI-readiness for Now Assist chatbot integration — ensuring knowledge articles are structured, tagged by COE and service category, and reviewed for auto-resolution quality.
• Work with integration teams to define interface requirements between ServiceNow HRSD and HRIS/HCM systems (e.g. Workday, SAP SuccessFactors) and other enterprise platforms.
• Prepare, execute, and manage User Acceptance Testing (UAT) test scripts covering HR service categories, queue routing, SLA enforcement, and lifecycle event workflows.
• Log, triage, and track defects in ServiceNow, coordinating resolution with offshore delivery and configuration teams.
• Obtain formal sign-off from HR stakeholders at each testing cycle gate, maintaining clear test evidence and traceability to requirements.
• Support System Integration Testing (SIT) and end-to-end scenario validation in collaboration with technical teams.

Skills, Qualifications & Experience

• Minimum of 6 years of experience in ServiceNow implementation
• Bachelors degree in Computer Science or similar relevant education background
• Proven experience as a Technical consultant on ServiceNow HRSD implementations or strong experience in HR service operations with demonstrable ServiceNow exposure.
• Good understanding of ServiceNow HRSD module components: HR Case Management, Employee Service Centre, HR Services, HR Catalogue, Knowledge Management, Lifecycle Events, and Assignment Rules.
• Understanding of HR service delivery processes — case management, employee onboarding/offboarding, HR knowledge management, self-service portals, and SLA management.
• Exposure to HR processes such as Talent Acquisition, Reward & Performance, or Learning & Development within regulated or enterprise environments is advantageous.
• Familiarity with HRIS/HCM platforms such as Workday or SAP SuccessFactors and their integration patterns with ServiceNow.
• Awareness of AI-assisted HR tooling including NowAssist, conversational AI, intent libraries, and knowledge deflection metrics is an advantage.
• Strong experience eliciting requirements, facilitating workshops, and producing functional specifications, user stories, process maps, and test scenarios.
• Demonstrated ability to document as-is/to-be processes, identify gaps, and translate business needs into structured platform configuration specifications.
• Experience maintaining requirements traceability matrices, action logs, decision registers, and test evidence packs.
• Solid grasp of the testing lifecycle test script authoring, SIT/UAT coordination, defect triage, and release readiness sign-off.
• Familiarity with Agile and Scrum methodologies including sprint planning, backlog grooming, retrospectives, and daily standups.
• Excellent written communication and documentation discipline able to produce clear, structured, and audit-ready artefacts.
• Strong organizational skills — able to manage parallel workstreams across multiple COEs and meet sprint-based milestones.
• Good working knowledge of Microsoft Office suite; familiarity with ServiceNow reporting or Performance Analytics is an advantage.