We are seeking an experienced ServiceNow Solution Architect with deep specialization in HR Service Delivery (HRSD) to lead enterprise-scale implementations and strategic client engagements. This role is ideal for a platform expert who has successfully architected end-to-end HRSD solutions, while also understanding how HR workflows integrate with ITSM, CSM, and other enterprise functions.
Roles and Responsibilities
- Lead architecture and delivery of HRSD implementations, ensuring scalable design across COEs, HR Services, Case Management, Knowledge, and Employee Journeys (Lifecycle Events).
- Partner with HR stakeholders to redesign and digitize processes such as onboarding, offboarding, employee transitions, and HR inquiries, ensuring measurable improvements in employee experience and operational efficiency.
- Develop solution blueprints, TDDs, and data models with a strong emphasis on HR data privacy, security, and compliance. Conduct workshops to translate HR business requirements into scalable ServiceNow solutions.
- Own the strategy and implementation of Employee Center / Employee Center Pro, including personalization, knowledge integration, and intuitive self-service experiences.
- Ensure proper design of HR data segregation, role-based access controls, and compliance frameworks aligned with enterprise and regulatory standards.
- Now Assist for HRSD: Implement generative AI to enhance case summarization, knowledge creation, and agent productivity.
- AI Agents & Virtual Agent: Automate employee interactions and HR query resolution.
- AI Search: Optimize knowledge discovery and contextual search experiences for employees
- Process Automation Designer: Drive complex HR workflows and lifecycle automation
- Design integrations between HRSD and systems such as HRMS (Workday, SAP SuccessFactors), Identity systems, and ITSM, ensuring seamless employee lifecycle orchestration.
- Enable integration of HRSD with ITSM (employee IT onboarding), CSM, and FSM where required, while maintaining HRSD as the core domain.
- Act as a trusted advisor to CHROs, HR leaders, and business stakeholders, providing guidance on HR digital transformation, ServiceNow roadmap, and best practices.
- Establish standards for HRSD configurations, data security, update sets, and instance management, ensuring long-term scalability and maintainability.
- Mentor consultants, conduct code reviews, and ensure adherence to agile methodologies and delivery excellence.
- Support HRSD-focused solutioning, effort estimation, and PoCs during the sales cycle.
Skills & Qualifications
- Bachelor's degree in Engineering/Computer Science or equivalent
- 7+ years of ServiceNow experience with strong specialization in HRSD
- Minimum 3+ years in Architect/Lead role delivering HRSD solutions
- Proven experience in end-to-end HRSD implementations in consulting environments
- Deep understanding of HR operating models and employee experience design
- Strong knowledge of CSDM with HRSD alignment
- Expertise in secure and compliant HR data handling
- Experience with Agile/Scrum delivery models
Technical Expertise
HRSD Core Expertise (Mandatory):
- COE structure, HR Services, Case Management
- Lifecycle Events & Employee Journeys
- Employee Center / Employee Center Pro
- HR Knowledge Management
- Document Management & eSign integrations
HR Integrations:
- Experience integrating with Workday, SAP SuccessFactors, or similar HR systems
- Strong understanding of employee data flows and identity management
Automation & AI:
- Virtual Agent, AI Search, Predictive Intelligence
- Now Assist and AI-driven HR use cases
- Flow Designer & Process Automation Designer
Platform Capabilities:
- Strong scripting (JavaScript, Glide API)
- Integration Hub, REST/SOAP APIs
- Service Portal / UI Builder (preferred for Employee Center customization)
Complementary Modules (Good to Have):
- ITSM (employee IT use cases)
- CSM / FSM exposure for cross-functional workflows
Certifications
- Certified System Administrator (CSA)
- CIS-HRSD
- CIS-ITSM / CIS-CSM
- Certified Application Developer (CAD)
