Senior ServiceNow Developer | HRSD & KB

ServiceNow Technical Consultant

Key Responsibilities:

Knowledge Base Setup & Configuration

• Configure out-of-the-box HR Knowledge Base, including Employee, Agent, and HR-sensitive KBs.
• Define templates (How-to, Troubleshooting, FAQ, Reference), required fields, and Definition of Done.
• Build taxonomy (3 levels) and topic assignments; configure Employee Center pages with curated and dynamic content blocks.
  

AI Search / Now Assist & Tuning

• Configure search profiles (facets, synonyms, stop words, boost/promote/block).
• Run weekly tuning huddles to optimize CTR, reduce duplicates, and address zero-results.
• Configure reporting on search performance and user engagement.
  

Content Migration & Governance

• Lead the migration and validation of 2550 FAQs.
• Retire duplicates, stub-and-link articles, and ensure portal/search QA.
• Establish governance model (RACI, review cadence, CI loop).
  

Reporting & Training

• Set up OOB reports for KB feedback, ratings, review dates, duplicates, and access controls.
• Use sys_audit for time-to-publish metrics.
• Train authors and reviewers, and execute a 30-day post-launch tuning plan.

Required Skills & Qualifications:

• 5+ years of experience with ServiceNow platform.
• 2+ years working with HR Module, Knowledge Management, Employee Center, and AI Search
• Strong expertise in:
• ServiceNow Knowledge Management (OOB), translations, feedback, ratings.
• Employee Center / Content Experiences (topics, blocks, microsites, topic pages).
• AI Search / Now Assist (Search Profiles, facets, Result Improvement, analytics).
• User Criteria and least-privilege access for HR content.
• Flow Designer and Notifications for reviews, expiry, feedback.
• OOB reporting and sys_audit usage.
• Demonstrated success delivering HR/Employee Experience knowledge rollouts with measurable search improvements.
• ServiceNow CIS-HR certification (must-have).
• Strong facilitation, documentation, and governance skills.

Key Competencies:

• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Strong analytical and problem-solving mindset.
• Self-motivated, detail-oriented, and able to prioritize tasks efficiently.

Why Join Us?

• Opportunity to work with a diverse range of clients across industries.
• Collaborative and innovative work environment.
• Career development opportunities with exposure to cutting-edge technologies.