ServiceNow HRSD Consultant

TechDigital Group; Visalia (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

TechDigital Group seeks an experienced Human Resource Business Process Consultant focused on HR operations and ServiceNow HR Service Delivery (HRSD). You will analyze, design, and implement optimized HR processes across HR functions and translate requirements into actionable user stories for developers.

You will lead workshops, map HR requirements to HRSD capabilities, ensure compliance, and drive adoption through change management and documentation.

Qualifications

• Bachelor's degree in Human Resources, Business, Information Systems, or related field.
• 8-10 years of HR experience with strong knowledge of HR service delivery models.
• 4+ years implementing or working with ServiceNow HRSD.
• Strong understanding of HR Case Management, Knowledge Management, Lifecycle Events, and data privacy/compliance.
• Experience in HR process design, optimization, and change enablement.
• Excellent communication, facilitation, and stakeholder engagement skills.
• Ability to translate business needs into structured user stories or functional specs.

Responsibilities

• Lead client workshops to gather HR requirements, pain points, and objectives.
• Analyze current-state HR processes and define future-state solutions using HRSD.
• Design and document business process flows, service catalogs, knowledge articles, and case templates.
• Map requirements to HRSD capabilities including Case/Knowledge Management and Employee Service Center.
• Collaborate with ServiceNow developers to translate requirements into user stories and test cases.
• Guide configuration decisions (topic design, lifecycle events, COEs) and UAT support.
• Provide thought leadership on HR shared services, experience, and digital HR transformation.
• Ensure HR compliance standards (HIPAA, GDPR) are addressed in solution design.

Skills

HR operations

ServiceNow

HRSD

Stakeholder management

Requirements gathering

Documentation

Communication

Education

Bachelor's degree in HR / related field

Tools

ServiceNow HRSD

ITSM

Workday integration

SuccessFactors integration

UKG integration

Job description

Mandatory Skills Servicenow, - HRSD, Servicenow

Position Summary:

We are seeking an experienced Human Resource Business Process Consultant with deep knowledge of HR operations and ServiceNow HR Service Delivery (HRSD). In this role, you will partner with clients and internal teams to analyze, design, and implement optimized HR processes using the ServiceNow platform. You'll serve as the bridge between HR functional teams and technical developers, ensuring solutions are aligned with HR best practices, compliance requirements, and user experience expectations.

Key Responsibilities:

• Lead client workshops to gather HR requirements, pain points, and objectives.
• Analyze current-state HR processes (e.g., onboarding, offboarding, leave, employee relations, HR case management) and define future-state solutions using ServiceNow HRSD.
• Design and document business process flows, service catalogs, knowledge articles, and case templates.
• Map business requirements to HRSD capabilities including:
  • Case and Knowledge Management
  • Employee Service Center
  • Lifecycle Events
  • Document Management
  • Universal Request
  • Employee Journey Management (if applicable)
• Collaborate with ServiceNow developers to translate functional requirements into user stories and test cases.
• Guide configuration decisions (e.g., topic/category design, lifecycle events, COEs).
• Support user acceptance testing (UAT) and change management for HR users.
• Provide thought leadership on HR shared services, employee experience, and digital HR transformation.
• Stay up to date on HR compliance standards (e.g., HIPAA, GDPR) and how they affect solution design.
• Drive platform adoption through stakeholder education, enablement, and process documentation.

Required Qualifications:

• Bachelor's degree in Human Resources, Business, Information Systems, or related field.
• 8-10 years of HR experience, with strong knowledge of HR service delivery models.
• 4+ years of experience implementing or working with ServiceNow HRSD.
• Strong understanding of:
  • HR Case Management
  • HR Knowledge Management
  • Lifecycle Events
  • HR data privacy and compliance
• Proven experience in HR process design, optimization, and change enablement.
• Excellent communication, facilitation, and stakeholder engagement skills.
• Ability to translate business needs into structured user stories or functional specifications.

Preferred Qualifications:

• Must have CSA and CAD certifications with ITSM.
• Certification on ServiceNow HRSD Implementation Specialist.
• CTA or CMA certifications are good to have
• Experience working in a consulting or HR transformation environment.
• Familiarity with Agile/Scrum methodologies and ServiceNow implementation approaches.
• Experience with integrations between ServiceNow and HCM systems (e.g., Workday, SuccessFactors, UKG, Oracle & Payroll systems ).
• Exposure to global HR operations and multilingual/multi-region HR service delivery.
• Please find the important areas which need to be covered:
  • Case Management (COE, COE Security Policies, HR Criteria, HR Service, Assignment and Matching Rule, and all other features)
  • Knowledge Management
  • Virtual Agent + Live Chat (Advanced Work Assignment)
  • Agent Workspace
  • Upgrade/Clone/Deployment
  • Backend/Frontend Developments Classification: Internal
  • Reporting and Dashboard
  • Translations (UI and Data)
  • Automated Test Framework
  • HR Lifecycle Event