ServiceNow Techno -Functional SME - ITSM & HRSD

Location

Experience Required

Position Summary

Key Responsibilities

• Act as a Subject Matter Expert for ServiceNow ITSM and HRSD processes, configurations, and best practices.
• Provide guidance on process design, ServiceNow platform capabilities, and integration requirements.
• Configure, and maintain ServiceNow ITSM modules including Incident, Problem, Change, Knowledge, Service Request Management
• Hands on experience populating and maintaining CMDB.
• Configure and support ServiceNow HR Service Delivery modules like Case & Knowledge Management, Employee Center, Lifecycle Events, and HR Service Catalog.
• Collaborate with technical developers to deliver enhancements, workflows, UI policies, business rules, and integrations.
• Conduct impact analysis, system testing, UAT coordination, and post-production support.
• Prepare and review functional and technical documentation including FRS, design documents, test plans, and user manuals.
• Support ServiceNow platform upgrades and release management activities.

Required Skills & Experience:

• Strong knowledge and practical experience in ServiceNow ITSM modules
• Working experience with ServiceNow HRSD modules
• Proven ability to conduct functional requirement workshops and translate business needs into technical designs.
• Strong understanding of data privacy and access control models (particularly for HRSD use cases).
• Knowledge of ServiceNow Integration Hub, REST, and third-party integrations.
• Experience in preparing functional and technical specifications.
• Familiarity with Agile and ITIL frameworks.
• Excellent interpersonal, presentation, and written communication skills.

ServiceNow Certifications:

• Certified System Administrator (CSA) (mandatory)
• ITSM Implementation Specialist (preferred)
• HRSD Implementation Specialist (preferred)

Preferred Skills:

• Exposure to Service Portal, Employee Center Pro, or Custom HR Applications
• Knowledge of platform upgrade best practices

Educational Qualification