Technology Manager, AskGS

TidyHire; Bengaluru; On-site; INR 4,000,000 - 6,500,000; Full time

Job summary

AskGS in Bengaluru, India seeks a Technology Manager to own the product strategy for the AskGS employee-service ecosystem. You will drive the roadmap, backlogs, and lifecycle, partnering with HR, IT, and vendor teams to deliver scalable case management, knowledge, service catalogs, and self-service experiences.

The role emphasizes AI-enabled support, strong data security, and governance, with leadership across global stakeholders.

Qualifications

• 8+ years of experience in enterprise applications, employee-service technology, HR technology, IT service management or digital product/platform roles.
• Experience owning or delivering an enterprise case-management, service-management or employee-service platform; ServiceNow HRSD experience is strongly preferred.
• Bachelor's degree in Information Technology, Computer Science, Engineering, Information Systems, Business or a related discipline.

Responsibilities

• Own the product vision, roadmap, backlog and lifecycle for AskGS employee-service applications.
• Lead design and delivery of HR case management, knowledge, service catalog and lifecycle events.
• Configure and optimize ServiceNow HRSD capabilities for scalable workflows and user experience.
• Drive workflow automation using Flow Designer, IntegrationHub and API integrations.
• Manage external vendors and delivery partners to ensure quality and cost effectiveness.

Skills

Enterprise apps

Employee-service tech

HR tech

IT service management

Digital product ownership

Education

Bachelor's degree or equivalent in IT/CS/Engineering/IS/Business

Tools

ServiceNow HRSD

Flow Designer

REST/SOAP APIs

Job description

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Skills & Keywords

Required Skills

ServiceNow HRSD Case Management Workflow Automation System Integrations Vendor Management

Good to have

AI-enabled Capabilities ServiceNow Flow Designer REST/SOAP APIs

Job Description

Role & responsibilities

Experience: 8+ years

Employment Type: Full-time

What you'll do

As Technology Manager, AskGS, you will act as the technology product owner for the AskGS ecosystem, owning product strategy, roadmap, delivery and operational performance. You will lead enterprise employee-service capabilities such as case management, knowledge, service catalog, Employee Center/self-service, lifecycle workflows and AI-enabled support, working closely with HR, Global Services, IT and vendor partners.

How you'll make an impact

Own the product vision, roadmap, backlog and lifecycle for AskGS and related employee- service applications, aligning priorities with Global Services, HR and Technology stakeholders.

Lead design and delivery of employee-service capabilities including HR case management, knowledge management, service catalog, Employee Center / employee self-service, lifecycle events and onboarding/offboarding workflows.

Configure and optimize ServiceNow HR Service Delivery (HRSD) capabilities or comparable enterprise employee-service platforms, ensuring scalable workflows, strong user experience and maintainable design.

Drive workflow automation using capabilities such as ServiceNow Flow Designer, IntegrationHub, App Engine, business rules and platform automation, reducing manual handling and improving service outcomes.

Integrate AskGS with Workday, SAP SuccessFactors, Oracle HCM or other HR systems, as well as identity, payroll, document and enterprise applications using REST/SOAP APIs, connectors and middleware.

Lead adoption of AI-enabled employee support capabilities such as ServiceNow Virtual Agent / Now Assist or comparable conversational and agent-assist technologies, with appropriate governance and human oversight.

Define service and product metrics including case deflection, self-service adoption, resolution time, SLA attainment, knowledge effectiveness, user satisfaction and platform availability.

Ensure HR data security, role-based access, privacy, auditability and appropriate separation of sensitive employee information across the platform.

Oversee release planning, upgrades, regression testing, production support, incident/problem management and continuous improvement for AskGS services.

Manage external vendors and delivery partners, ensuring quality, SLA performance, roadmap alignment and cost effectiveness.

Partner with UX, HR operations and service teams to simplify journeys, improve search and knowledge experiences, and continuously remove employee friction.

Lead and mentor technical and functional team members, establishing product, engineering and operational standards for the AskGS ecosystem.

What you'll bring

Skills Required:

8+ years of experience in enterprise applications, employee-service technology, HR technology, IT service management or digital product/platform roles, including leadership of complex initiatives.

Experience owning or delivering an enterprise case-management, service-management or employee-service platform; ServiceNow HRSD experience is strongly preferred.

Strong understanding of employee-service capabilities such as case management, knowledge, service catalog, self-service portals, workflow automation and lifecycle events.

Experience translating business requirements into product roadmaps, prioritized backlogs, user stories, solution designs and measurable outcomes.

Experience with system integrations, APIs, data flows and middleware connecting service platforms with HR and enterprise applications.

Understanding of HR/employee data security, role-based access, privacy, audit and compliance requirements.

Experience managing application releases, testing, incident/problem resolution, platform performance and production support in a global environment.

Strong stakeholder and vendor management skills, with the ability to partner across HR, Global Services, IT, Security, Architecture and business teams.

Strong analytical and communication skills, with experience using operational and user- experience metrics to prioritize improvements.

Bachelor's degree in Information Technology, Computer Science, Engineering, Information Systems, Business or a related discipline.

Preferred:

Hands-on experience with ServiceNow HRSD, including HR Case & Knowledge

Management, Employee Center / Employee Service Center, HR Services/Service Catalog,

Lifecycle Events and Journey Management.

Experience with ServiceNow Flow Designer, IntegrationHub, App Engine, MID Server,

REST/SOAP APIs, scripting/configuration and platform security.

Experience integrating ServiceNow HRSD or a comparable employee-service platform with

Workday, SAP SuccessFactors, Oracle HCM, Active Directory / Microsoft Entra ID and other

Exposure to ServiceNow Virtual Agent, Now Assist, AI search or other AI-enabled employee- service capabilities.

Experience with analytics and reporting using ServiceNow Performance Analytics, Power BI or comparable tools.

Experience with ITIL, Agile/product-based delivery and enterprise service-management operating models.

Experience in healthcare, MedTech, life sciences or another regulated global environment.

ServiceNow HRSD/CIS, ITIL, product-management, Agile or cloud certifications are advantageous but not mandatory.