Job Title: ServiceNow HR Specialist (Implementation and Support
Job Summary
The ServiceNow HR Specialist will serve as both an implementation lead and ongoing support specialist for the organizations ServiceNow HR Service Delivery (HRSD) platform. This role is responsible for guiding the implementation process, ensuring the platform is configured to meet the organizations HR needs, and providing post-go-live support to ensure the system remains functional and optimized. The HR Specialist will work closely with HR stakeholders, IT teams, and end-users to deliver a seamless HR service experience.
Key Responsibilities
ServiceNow HRSD Implementation
– Act as the lead HR specialist for the implementation of the ServiceNow HR Service Delivery (HRSD) platform, ensuring alignment with business requirements.
– Collaborate with HR, IT, and ServiceNow partners to define and document HR processes, workflows, and requirements for the implementation.
– Lead or assist in the configuration of ServiceNow HR modules such as Case and Knowledge Management, Employee Self-Service, and Onboarding.
– Ensure that HR processes are mapped accurately to the ServiceNow platform and that customizations meet business needs.
– Develop functional specifications for system customizations and enhancements in collaboration with the IT team and ServiceNow developers.
– Participate in User Acceptance Testing (UAT), ensuring that the platform meets the required functional and operational standards before go-live.
– Provide input on data migration planning and execution, ensuring a smooth transition from legacy systems to ServiceNow.
– Assist with go-live preparations, including final configuration checks, user access setup, and training coordination.
Post-Go-Live Support & System Maintenance
– Act as the primary point of contact for ongoing support and troubleshooting for HRSD issues post-implementation.
– Provide tier-1 and tier-2 support to resolve HRSD-related issues, escalating more complex problems to IT or ServiceNow administrators as needed.
– Maintain and update HRSD configurations as business requirements evolve, ensuring that the system continues to meet operational needs.
– Work with the HR team to monitor the systems performance and identify opportunities for further optimization or automation.
– Ensure that any system upgrades or patches are tested and applied without impacting the HR operations.
– Maintain system documentation and knowledge base articles to support ongoing HRSD operations and user support.
Training & User Support
– Develop and deliver user training materials, ensuring that HR staff and end-users are well-versed in how to use the ServiceNow platform.
– Lead training sessions for HR teams, focusing on new functionality, workflows, and best practices.
– Provide ongoing coaching and support for HR users, helping them to troubleshoot common issues and maximize their use of the platform.
– Manage and update training documentation as new features are introduced or workflows are updated.
Change Management & Process Optimization
– Serve as a change agent, ensuring that HR teams understand and embrace the new HRSD processes and platform capabilities.
– Continuously engage with HR stakeholders to gather feedback and suggest improvements to workflows, processes, and the user experience.
– Propose and implement enhancements that improve the effectiveness of the HRSD platform, reducing manual efforts and increasing service delivery efficiency.
– Collaborate with the IT and HR teams to roll out new features, modules, or system updates, ensuring minimal disruption to ongoing operations.
Reporting & Analytics
– Develop and maintain HR reports and dashboards within ServiceNow, enabling HR leaders to track service delivery performance and key metrics.
– Provide ad-hoc reporting support to HR stakeholders, helping them extract and analyze data for strategic decision-making.
– Work with the IT team to create custom reports as needed to support various HR initiatives.
Stakeholder Collaboration
– Work closely with HR leadership, IT, and ServiceNow implementation partners to ensure that the platform evolves to meet changing business needs.
– Serve as the liaison between the HR department and technical teams, ensuring that HR needs are clearly communicated and addressed in system configurations.
– Attend regular project meetings to update stakeholders on system performance, issues, and enhancement opportunities.
Skills & Qualifications
ServiceNow HRSD Knowledge:
– Strong hands-on experience with ServiceNow HR Service Delivery (HRSD) modules, including Case Management, Knowledge Management, and Onboarding.
– Experience configuring workflows, forms, and reports in ServiceNow to meet HR operational requirements.
HR Process Understanding:
– Solid understanding of HR operations and processes, such as employee onboarding, case management, self-service, and knowledge management.
– Ability to align HR processes with ServiceNow capabilities and suggest improvements where needed.
Technical Acumen:
– Ability to collaborate with technical teams to implement system configurations, resolve issues, and support integrations with other HR systems (e.g., Workday, SAP).
– Familiarity with ServiceNow administration, including workflows, notifications, and security permissions is a plus.
Troubleshooting & Support
– Experience providing ongoing system support and troubleshooting for HR systems or ServiceNow, resolving user issues in a timely manner.
Training & Documentation
– Experience in creating and delivering user training, developing training materials, and maintaining system documentation.
– Ability to clearly explain technical concepts to non-technical users.
Project & Change Management
– Ability to manage multiple tasks during implementation and support phases, ensuring timely completion of deliverables.
– Experience in managing change within an organization and ensuring smooth adoption of new systems and processes.
Education & Experience:
– Bachelors degree in human resources, Information Systems, or a related field.
– 3+ years of experience working with HR systems, preferably with ServiceNow HRSD.
– Experience in HR system implementations, providing both configuration and support services.
– Strong communication and project management skills, with experience working cross-functionally between HR and IT.
Summary
The ServiceNow HR Specialist will play a critical role in the successful implementation and continued support of the ServiceNow HR Service Delivery platform. This position requires a combination of HR process knowledge, technical understanding of ServiceNow, and the ability to provide ongoing user support and system maintenance. By collaborating with both HR and IT teams, this role will ensure that the ServiceNow platform is fully optimized to meet the organization’s evolving HR needs.
