Service now HRSD

Responsibility of / Expectations from the Role

• Designs and develops solutions on the ITSM/ITOM modules using best practices

• Partners with ServiceNow Business Analyst to understand requirements and possible solutions • Takes ownership of complex business requirements and works them to completion

• Takes ownership of incident queue and work on remediation to completion

• Works closely with the ServiceNow functional team and external development partners to build requested items

• Experience configuring and improving core and custom applications

• Experience configuring and maintaining workflows, flow designs, scripts, UI design, ACL and business rules

• Configure and maintain notifications, UI pages, UI Macros, Script includes and Formatters

• Has working knowledge of ServiceNow ITSM/ITOM integrations using out of the box spokes or APIs

• Develops reports and dashboards using core ServiceNow functionality

• Load, manipulate and maintain data between ServiceNow and other systems

• Develops and maintain clear and concise technical and process documentation

Must-Have

Technical Comptency

1. HRSD-Specific Platform Knowledge HR Profile & Data Model: Understanding of HR profile tables and related data structures (e.g., Benefits, LOA, Compensation, Contacts, HR Positions). servicenow Lifecycle Events: Ability to configure and manage onboarding, offboarding, and employee transitions using low-code lifecycle event templates. servicenow Journey Accelerator Plans: Designing personalized employee journeys with localization, compliance, and learning plans. servicenow HR Services Configuration: Creating and managing HR services using service activities like approvals, notifications, and assignments. servicenow

2. Security & Access Control HR Admin Autonomy: Knowledge of HR-specific access controls that restrict even platform admins from viewing sensitive HR data. servicenow Role-Based Access Control (RBAC): Implementing secure access to HR data and workflows.

3. Workflow & Automation Flow Designer: Building and customizing HR workflows using low-code tools. Playbook Designer (limited in HRSD): Understanding differences between HRSD lifecycle events and general playbooks. Task Orchestration: Automating multi-departmental tasks during employee transitions.

4. Integration Capabilities HR Integrations Application: Connecting HRSD with HCM systems, background check providers, and other platforms. servicenow REST/SOAP APIs: Building and managing integrations for real-time data sync.

5. UI & Experience Design Service Portal Customization: Designing intuitive HR portals for employees and managers. Case Management: Configuring HR cases and templates for efficient service delivery.

6. Generative AI & Now Assist (HRSD Flavor) Case Summarization Skills: Using GenAI to summarize employee-related cases. teivasystems Text-to-Flow & Text-to-Process: Leveraging natural language inputs to generate HR workflows. AI Search & Recommendations: Enhancing HRSD with contextual search and suggested actions.

7. Compliance & Localization Data Privacy Regulations: Ensuring GDPR, HIPAA, and local compliance in HR workflows. Localization Support: Configuring country-specific tasks and content in lifecycle events and journey plans.

Behavioral competency

• Effective communication skills with both non-technical and technical audiences (verbal and written)

• Excellent Interpersonal skills to work with the project team members collaboratevily

• Participate and provide feedback during planning meetings (i.e., pre-iteration, and retrospectives)