Product Specialist - SERVICENOW HR SERVICE DELIVERY

IKEA; Bengaluru; On-site; INR 2,200,000 - 3,600,000; Full time

Job summary

IKEA is seeking a Product Specialist to act as a functional SME for ServiceNow HRSD, enabling seamless coworker support across People & Culture processes. You will guide product adoption, drive continuous improvement, and collaborate with Product Owners, engineers, and stakeholders to translate needs into scalable HRSD features.

The role requires strong experience in HR service delivery with ServiceNow HRSD, and a proven ability to align product work with business objectives.

Qualifications

• Minimum of 4–5 years’ relevant experience in HR service delivery with strong exposure to ServiceNow HRSD.
• Translate business needs into product features, user stories and functional requirements.
• Experience with Employee Center, HR services and service catalogues, HR criteria, case templates and routing.
• Understanding of Agile product delivery methodologies.
• Ability to coordinate with process owners, service delivery teams and stakeholders.

Responsibilities

• Act as the functional SME for ServiceNow HRSD across People & Culture processes.
• Bring 4–5 years’ HRSD experience to guide product decisions.
• Partner with process owners and stakeholders to understand coworker support needs.
• Translate business needs into features, user stories and requirements.
• Support product planning, prioritization, and backlog refinement.
• Collaborate with architects, developers, QA, platform teams and partners to deliver scalable solutions.
• Drive stakeholder alignment across People & Culture, Digital, and external vendors.

Skills

ServiceNow HRSD

HR service delivery

Agile product delivery

Product ownership

Stakeholder management

Tools

ServiceNow HRSD

Job description

Who you are

Are you passionate about coworker support and creating seamless service experiences across People & Culture processes? Do you enjoy understanding how services, workflows, knowledge, data, and systems connect end to end—and shaping ServiceNow HR Service Delivery solutions that work in practice? Are you motivated by simplifying how coworkers find information, request support, and receive timely, consistent help?

Are you someone who takes ownership, drives solutions forward, and collaborates across functions to make things happen?

If the answer is yes, keep reading—we might have the right role for you!

Our coworker support area plays a key role in ensuring that People & Culture services are easy to access, consistent, secure, and effective across processes and markets.

We are now looking for a Product Specialist to act as a functional subject matter expert for ServiceNow HR Service Delivery (HRSD). You will support Product Owners by providing guidance on coworker support, HR service delivery, case and knowledge management, service catalogues, and cross-functional workflows, while driving stakeholder engagement, product adoption, and continuous improvement.

The role partners closely with People & Culture process owners, service delivery teams, Product Owners, and system engineers to translate needs across multiple processes into scalable product improvements, ensuring that solutions deliver business value and excellent coworker experience.

Your responsibilities

• Strong understanding of coworker support and service delivery across multiple processes.
• Strong functional knowledge of ServiceNow HR Service Delivery (HRSD), including HR case and knowledge management.
• Experience with Employee Center, HR services and service catalogues, HR criteria, case templates, routing, or agent experiences.
• Understanding of Agile product delivery methodologies.
• Ability to translate business and coworker needs into functional product requirements, user stories, and acceptance criteria.
• Knowledge of product lifecycle management and continuous product improvement.
• Understanding integration between ServiceNow, core HR platforms, identity solutions, and other enterprise systems is desirable.
• Awareness of data privacy, role-based access, and confidentiality requirements for sensitive People & Culture information.
• Delivery-focused, with excellent attention to detail and the drive to resolve issues.
• Ability to coordinate activities, including virtual collaboration, to achieve business objectives.
• Ability to understand the complexity of the IKEA business and the role of technology as an integrated part of it.

Nice to have

• ServiceNow HRSD implementation, administration, or product ownership experience, including Employee Journey Management, Virtual Agent, analytics, or automation capabilities.
• Experience with large-scale, global People & Culture or enterprise service management implementations.

Together as a team

We’re the ones who make it possible for people to have a smarter life at home and a hassle-free and rewarding shopping experience. Together we work to find new digital solutions for every business need to help make IKEA a great and efficient place to work. We like to think of ourselves as innovative and modern, and we believe that nothing would actually work without us.

As a Product Specialist, you will play a key role in ensuring that ServiceNow HRSD delivers intuitive, secure, and consistent coworker support across People & Culture processes and enables efficient, data-informed service delivery.

You will support Product Owners in making tactical decisions by measuring, analyzing, and reporting on the performance of the HRSD product and its services. You will also serve as a subject matter expert for product team members, process owners, service delivery teams, and other coworkers, providing insight and context to clarify what is required. Specifically, you will:

• Act as the functional subject matter expert for ServiceNow HRSD and its use in coworker support across People & Culture processes.
• Bring a minimum of 4–5 years’ relevant experience in HR service delivery with strong exposure to ServiceNow HRSD.
• Partner with process owners, service delivery teams, and business stakeholders to understand current and future coworker support needs.
• Translate business needs into product features, user stories and functional requirements.
• Support Product Owners in product planning, prioritization, roadmap development, and backlog refinement.
• Collaborate with architects, developers, QA, platform teams, and implementation partners to deliver scalable and maintainable solutions.
• Drive stakeholder alignment across People & Culture, Digital, shared services, and external vendors.
• Build strong relationships with process owners, People & Culture operations, service delivery teams, and Digital product teams.

Beyond delivery, we expect you to

• Take initiative and drive solutions forward independently
• Creating a culture of ownership, accountability, and continuous improvement
• Encourage collaboration and knowledge sharing across teams
• Focus on real business value — not just delivery
• Continuously improving processes and ways of working
• Ensure solutions are trusted, relevant, and actively used.

We can offer you

• The opportunity to shape how large-scale coworker support and People & Culture services are delivered and continuously improved through ServiceNow HRSD.
• A collaborative, cross-functional environment
• Opportunities to learn, grow, and work with modern ways of working
• A workplace that values ownership, simplicity, and continuous improvement