Requirements:
- Facilitate and document requirements workshops with HR stakeholders across all Centres of Excellence (COEs) - including Talent Acquisition, Reward & Performance, Learning & Development, Payroll, and HR Operations.
- Translate business requirements into ServiceNow HRSD configuration specifications, process maps, and functional design documents.
- Document as-is HR processes, identify gaps and inefficiencies, and map to to-be ServiceNow workflows - including routing rules, escalation paths, and SLA tiers.
- Maintain a live requirements traceability matrix (RTM) to ensure all business requirements are tracked through to configuration, testing, and sign-off.
- Produce clear and structured business analysis artefacts including user stories, acceptance criteria, process narratives, and data flow diagrams.
- Translate business requirements into ServiceNow HRSD solution designs covering HR Case Management, Employee Service Centre, HR Services, HR Catalogue, Record Producers, Assignment Rules, Lifecycle Events, and Knowledge Management.
- Advise business stakeholders on ServiceNow HRSD standard processes, platform capabilities, and configuration options - clearly articulating trade-offs between configuration and customisation.
- Collaborate with the ServiceNow Solution Architect and development teams on configuration decisions, integration requirements, and data model considerations.
- Support AI-readiness for Now Assist chatbot integration - ensuring knowledge articles are structured, tagged by COE and service category, and reviewed for auto-resolution quality.
- Work with integration teams to define interface requirements between ServiceNow HRSD and HRIS/HCM systems (e.g. Workday, SAP SuccessFactors) and other enterprise platforms.
- Prepare, execute, and manage User Acceptance Testing (UAT) test scripts covering HR service categories, queue routing, SLA enforcement, and lifecycle event workflows.
- Log, triage, and track defects in ServiceNow, coordinating resolution with offshore delivery and configuration teams.
- Obtain formal sign-off from HR stakeholders at each testing cycle gate, maintaining clear test evidence and traceability to requirements.
- Support System Integration Testing (SIT) and end-to-end scenario validation in collaboration with technical teams.
Skills, Qualifications & Experience
- Minimum of 6 years of experience in ServiceNow implementation
- Bachelors degree in Computer Science or similar relevant education background
- Proven experience as a Technical consultant on ServiceNow HRSD implementations or strong experience in HR service operations with demonstrable ServiceNow exposure.
- Good understanding of ServiceNow HRSD module components: HR Case Management, Employee Service Centre, HR Services, HR Catalogue, Knowledge Management, Lifecycle Events, and Assignment Rules.
- Understanding of HR service delivery processes - case management, employee onboarding/offboarding, HR knowledge management, self-service portals, and SLA management.
- Exposure to HR processes such as Talent Acquisition, Reward & Performance, or Learning & Development within regulated or enterprise environments is advantageous.
- Familiarity with HRIS/HCM platforms such as Workday or SAP SuccessFactors and their integration patterns with ServiceNow.
- Awareness of AI-assisted HR tooling including NowAssist, conversational AI, intent libraries, and knowledge deflection metrics is an advantage.
- Strong experience eliciting requirements, facilitating workshops, and producing functional specifications, user stories, process maps, and test scenarios.
- Demonstrated ability to document as-is/to-be processes, identify gaps, and translate business needs into structured platform configuration specifications.
- Experience maintaining requirements traceability matrices, action logs, decision registers, and test evidence packs.
- Solid grasp of the testing lifecycle test script authoring, SIT/UAT coordination, defect triage, and release readiness sign-off.
- Familiarity with Agile and Scrum methodologies including sprint planning, backlog grooming, retrospectives, and daily standups.
- Excellent written communication and documentation discipline able to produce clear, structured, and audit-ready artefacts.
- Strong organizational skills - able to manage parallel workstreams across multiple COEs and meet sprint-based milestones.
- Good working knowledge of Microsoft Office suite familiarity with ServiceNow reporting or Performance Analytics is an advantage.
