Servicenow Technical Consultant (Hrsd & Csm) Contract

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.