People Technology: ServiceNow Functional Architect

Apple Inc.; Austin, Northern (TX, KY); On-site; USD 140,000 - 170,000; Full time

Job summary

Apple Inc. in Austin, Texas, seeks a ServiceNow HRSD Functional Architect to drive product delivery and platform governance for the HRSD platform. You will define functional requirements, map workflows, and partner with IS&T to translate HR needs into scalable platform experiences.

The role requires deep HRSD module knowledge, strong process-mapping skills, and ability to guide delivery teams in a fast-paced environment. This is a leadership-focused functional role with global impact.

Qualifications

• 7+ years of experience in ServiceNow HRSD with deep functional knowledge of Case and Knowledge Management, ESC, Employee Journeys, or EDMS.
• ServiceNow CIS-HRSD or CSA certification.
• Familiarity with Flow Designer, Agent Workspace, AWA and integration patterns.
• Familiarity with HR systems ecosystems (e.g., Workday) and HR workflows.
• Experience in product delivery and platform governance, backlog management, user stories, and timelines.
• Experience managing external contractors/consultants for functional specs and configurations.
• Strong relationship management with IS&T and engineering teams; strong user-focused communication.

Responsibilities

• Define functional processes, map workflows, and translate business needs into ServiceNow HRSD solutions; partner with IS&T.
• Lead platform governance and vision for workflows, automation, and AI adoption.
• Manage functional contractors supporting design, mapping, and configurations; set delivery expectations.
• Collaborate with IS&T engineering to govern platform health, releases, and integrations.
• Manage ServiceNow relationships and evaluate new features to improve employee support.
• Govern the HRSD roadmap and advocate for feature adoption and optimization.

Skills

ServiceNow HRSD

Functional design

Stakeholder management

Platform governance

Contractor management

Workflow mapping

Product delivery

IS&T collaboration

Automation & AI basics

Communication skills

Education

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

Tools

Flow Designer

Agent Workspace

Advanced Work Assignment (AWA)

System integration patterns

Job description

People Technology: ServiceNow Functional Architect

Austin, Texas, United States Corporate Functions

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.

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)

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant

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