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