People Technology: ServiceNow Functional Architect

Apple; Austin (TX); On-site; USD 140,000 - 180,000; Full time

Job summary

Apple seeks an experienced ServiceNow HRSD Functional Architect to drive product delivery, platform governance, and strategy for the HRSD platform within Apple People Services & Technology.

You will define functional requirements, map efficient workflows, and guide delivery teams in a fast-paced environment, partnering with IS&T to translate HR needs into scalable, enterprise-grade solutions that delight employees.

Qualifications

• 7+ years of ServiceNow HRSD experience with deep module knowledge.
• CIS-HRSD or CSA certification.
• Experience with Flow Designer, Agent Workspace and AWA.
• Experience delivering product roadmaps and governing platforms.

Responsibilities

• Define functional processes, map workflows, and translate business needs into HRSD solutions.
• Drive functional vision for platform evolution, focusing on automation and AI capabilities.
• Manage contractor delivery, review specs, and ensure high-quality outcomes.
• Collaborate with IS&T to govern platform health, releases, and integrations.
• Position ServiceNow features to improve the employee support experience.
• Govern the HRSD roadmap and advocate for efficient HR transactions.

Skills

Strong communication

Stakeholder management

Facilitation

Product delivery

Platform governance

Education

Bachelor's degree in Business Administration, MIS, Human Resources, or related field

Master's degree

CIS-HRSD or CSA certification

Agile/Scrum (CSPO/CSM) or PMP certification

Tools

ServiceNow HRSD

Flow Designer

Agent Workspace

Advanced Work Assignment (AWA)

System integration patterns

Job description

Summary

Join a dynamic team of HR professionals in the Apple People Services and Technology organization, focused on providing outstanding employee service using enterprise technology solutions. The People Product Management (PPM) team is looking for an experienced ServiceNow HRSD Functional Architect to drive product delivery, platform governance, and functional design strategy for our ServiceNow HRSD platform.

Description

In this role, you will act as a key functional guide and partner - bridging the gap between business strategy, user experience, and technical execution. Rather than a pure developer or system-configuration role, this is a **product delivery and platform governance** role. You will be responsible for defining functional requirements, mapping efficient workflows, and governing the product roadmap. You will work in lockstep with our IS&T partners, who hold technical and architecture authority, to translate human resource needs into scalable, elegant platform experiences. The ideal candidate has a deep understanding of ServiceNow HRSD modules, excels at process-mapping and partner collaboration, and is comfortable guiding delivery teams in a fast-paced environment.

Key Responsibilities

• Functional Design Partnership: Define functional processes, map workflows, and translate complex business needs into clear ServiceNow HRSD product solutions. Partner closely with our IS&T teams to ensure that all configurations, workflows, and platform customizations are scalable, sustainable, and aligned with industry-leading best practices.
• Platform & AI Evolution: Drive the functional vision for the platform's future, focusing on workflows, intelligent automation, and the pilot and adoption of AI capabilities.
• Contractor Delivery Management: Manage and guide a group of functional contractors supporting system designs, process mapping, and functional configurations. Set delivery expectations, review functional specs, and ensure high-quality delivery.
• IS&T Collaboration & Platform Governance: Maintain a highly collaborative relationship with IS&T engineering partners to govern platform health, plan releases, and deliver technical integrations. Ensure that functional enhancements respect platform standards and support long-term sustainability.
• ServiceNow Relationship & Feature Positioning: Manage the relationship with the ServiceNow support and product accounts. Continuously review platform updates, evaluate new product capabilities, and strategically position these features to improve the overall employee support experience.
• Functional Roadmap Strategy: Govern and drive the ServiceNow HRSD roadmap. Advocate for feature adoptions and optimization opportunities that streamline HR transactions and elevate the service experience for all employees globally.

Minimum Qualifications

• 7+ years of experience in ServiceNow HRSD , with deep functional knowledge of modules such as Case and Knowledge Management, Employee Center (ESC), Employee Journeys, or Employee Document Management (EDMS).
• ServiceNow Certified Implementation Specialist (CIS) - HRSD** or Certified System Administrator (CSA).
• Familiarity with ServiceNow platform capabilities, including Flow Designer, Agent Workspace, Advanced Work Assignment (AWA), and system integration patterns.
• Familiarity with HR systems ecosystems** (e.g., Workday, case routing, and document-retention workflows).
• Demonstrated experience in product delivery and platform governance, specifically managing functional backlogs, writing user stories, and steering delivery timelines.
• Proven success in managing external contractors or consultants to deliver functional specifications and platform configurations.
• Outstanding relationship management skills, with a track record of partnering closely with engineering/IT organizations (IS&T) to ship high-quality enterprise tools.
• Strong communication and facilitation skills, with the ability to advocate for user experience while navigating technical feasibility.
• Education: Bachelor's degree in Business Administration, Management Information Systems, Human Resources, or related field.

Preferred Qualifications

• Masters Degree
• Certifications in Agile/Scrum** (e.g., CSPO, CSM) or Project Management (PMP) are a plus.
• ServiceNow Certified Technical Architect (CTA)