Senior Consultant - ServiceNow HRSD

Capgemini Invent; Greater London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Flexible working arrangements

Wellbeing apps such as Thrive and Peppy

Positive work-life balance

Job summary

Capgemini Invent is seeking an experienced ServiceNow HR Business Analyst to join its team in Greater London. This role involves supporting the design and delivery of HR Service Delivery solutions on the ServiceNow platform, enhancing HR operations and employee experiences.

The ideal candidate will bridge the gap between business stakeholders and technical teams, translating requirements and ensuring effective implementation. Candidates should hold relevant ServiceNow certifications and possess strong analytics and communication skills.

Qualifications

• Demonstrable experience with large global/international ServiceNow implementations or multiple smaller deployments.
• Strong understanding of HR services and employee lifecycle.
• Knowledge of ServiceNow HRSD capabilities.

Responsibilities

• Support the definition and documentation of business requirements for ServiceNow HRSD solutions.
• Partner with HR teams to analyze existing processes.
• Map current-state and future-state HR processes.

Skills

Analytical thinking

Effective communication

Stakeholder engagement

Problem-solving skills

Understanding of HR operations

Education

ServiceNow CIS HRSD Certification

ServiceNow Certified System Administrator

CIS ITSM Certification

Tools

ServiceNow

Job description

YOUR ROLE

We are looking for an experienced ServiceNow HR Business Analyst to join our growing Employee Experience and HR practice. This role supports the design and delivery of HR Service Delivery solutions on the ServiceNow platform, helping organisations improve HR operations, streamline workflows and enhance employee experiences.

You will work closely with business stakeholders, delivery teams and customer representatives to capture requirements, map processes and support the delivery of ServiceNow HRSD capabilities such as case management, employee portals, knowledge management and HR services.

This is not a hands‑on configuration or development role. Instead, you will act as an advisor and bridge between the customer and delivery teams, helping translate business needs into clear requirements, user stories, process designs and functional outcomes.

What you will be responsible for:

HR process and requirements analysis

• Support the definition, analysis and documentation of business requirements for ServiceNow HRSD solutions.
• Partner with HR teams to understand existing processes, pain points and improvement opportunities.
• Help map current‑state and future‑state HR processes, identifying opportunities to simplify and improve the employee experience.
• Translate business requirements into clear user stories, acceptance criteria, functional specifications and process documentation.

ServiceNow implementation delivery support

• Support the delivery of platform capabilities and features (you will not be required to configure or develop in the platform but should be able to demo or walk through deliverables to customers).
• Work with technical teams to ensure requirements are understood and delivered in line with agreed outcomes.
• Support customer workshops, playback sessions and requirements validation activities.
• Contribute to workflow diagrams, functional designs and business process documentation.
• Work collaboratively with architects, consultants, developers, testers and change and enablement teams throughout implementations.

Customer and delivery team interface

• Define ServiceNow platform strategies and roadmaps for customers.
• Act as a technology advisor, guiding customer leadership teams, programme stakeholders and delivery teams.
• Liaise with ServiceNow representatives and ecosystem partners.

Business development

• Contribute to responses to RFPs and RFIs, assist with proposal development and be prepared to support winning client presentations.

What makes this role unique

• Opportunity to develop your skills in a growing globally recognised HR Transformation organisation.
• A clear pathway into more senior ServiceNow and customer advisory roles.
• Work within Capgemini’s strong ServiceNow ecosystem and partnerships.
• Exposure to global deals and opportunities across the full sales to delivery lifecycle.

YOUR PROFILE

Essential Experience & Certifications

• ServiceNow certifications at minimum: CIS HRSD with demonstrable experience.
• Beneficial certifications: ServiceNow Certified System Administrator, CIS ITSM.
• Proven experience working on:
  • At least one large global / international ServiceNow implementation, OR
  • Multiple end‑to‑end smaller ServiceNow deployments focussing on key employee “moments that matter”.
• A strong understanding of HR operations, the employee lifecycle and how HR services are delivered across an organisation.
• Knowledge of ServiceNow HRSD, including core capabilities such as HR case management, employee service centre, HR knowledge management, the HR service catalogue, employee journeys, workbooks and flows.
• Familiarity with the sales to delivery journey, including how client opportunities move from initial pursuit or proposal into mobilisation and implementation.
• Understanding of how HR connects with other business functions such as IT, Procurement and Finance.
• Be able to articulate and demonstrate ServiceNow HR / AI features to our customers.

Key traits and capabilities

• Strong analytical thinking and problem‑solving skills.
• Effective communication and stakeholder engagement skills.
• Ability to work as an interface between business stakeholders, customer teams and technical delivery teams.
• A practical understanding of the technology delivery lifecycle, including discovery and requirements gathering, solution design, testing, rollout, change management, hypercare and continuous improvement.
• Familiarity with Agile ways of working.
• (Nice to have) Demonstrable experience supporting project management activities or working within delivery frameworks such as SAFe, Agile or PMP‑led environments.

A developing HR ServiceNow professional who:

• Understands HR processes and is interested in how technology improves employee experiences.
• Enjoys working with stakeholders to understand problems, capture requirements and shape practical solutions.
• Can bridge the gap between business teams and technical delivery teams.
• Is curious about the ServiceNow platform and its wider ecosystem.
• Is comfortable supporting proposals, workshops, testing, rollout and change activities.
• Wants to further a career in ServiceNow HRSD, business analysis and technology‑enabled transformation.

WHAT YOU’LL LOVE ABOUT WORKING HERE?

You will be part of the Employee Experience & HR team, which has a collaborative culture. You will work with a diverse group of talented professionals who are passionate about HR, technology, Employee Experience, AI, and dedicated to delivering exceptional solutions to diverse clients.

A team that thrives on creativity and innovation, constantly pushing the boundaries of what’s possible.

NEED TO KNOW

At Capgemini we don’t just believe in inclusion, we actively go out to making it a working reality. Driven by our core values and Inclusive Futures for All campaign, we build environments where you can bring your whole self to work.

We aim to build an environment where employees can enjoy a positive work‑life balance. We embed hybrid working in all that we do and make flexible working arrangements the day‑to‑day reality for our people. All UK employees are eligible to request flexible working arrangements.

Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas. We have also invested in wellbeing apps such as Thrive and Peppy.

CSR

We’re also focused on using tech to have a positive social impact. So, we’re working to reduce our own carbon footprint and improve everyone’s access to a digital world. It’s something we’re really serious about. In fact, we were even named as one of the world’s most ethical companies by the Ethisphere Institute for the 10th year. When you join Capgemini, you’ll join a team that does the right thing.

Whilst you will have London, Manchester or Glasgow as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice.

We offer a remuneration package which includes flexible benefits options for you to choose to suit your own personal circumstances and a variable element dependent grade and on company and personal performance.

About Capgemini

Capgemini is a global business and technology transformation partner, helping organisations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 350,000 team members in more than 50 countries. With its strong over 55‑year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end‑to‑end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market‑leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.