Hi,

I hope you are doing well.

We have an urgent opening for the position below. If you are interested, please share your updated resume along with your rate expectations

Role: Support Specialist

Location: Remote (Canada)

Skills: Servicenow, - HRSD, Servicenow

Position Summary:

- We are seeking an experienced Human Resource Business Process Consultant with deep knowledge of HR
- operations and ServiceNow HR Service Delivery (HRSD). In this role, you will partner with clients and internal teams
- to analyze, design, and implement optimized HR processes using the ServiceNow platform. You’ll serve as the bridge
- between HR functional teams and technical developers, ensuring solutions are aligned with HR best practices,
- compliance requirements, and user experience expectations.

Key Responsibilities:

- Lead client workshops to gather HR requirements, pain points, and objectives.
- Analyze current-state HR processes (e.g., onboarding, offboarding, leave, employee relations, HR case management) and define future-state solutions using ServiceNow HRSD.
- Design and document business process flows, service catalogs, knowledge articles, and case templates.
- Map business requirements to HRSD capabilities including:
- Case and Knowledge Management
- Employee Service Center
- Lifecycle Events
- Document Management
- Universal Request
- Employee Journey Management (if applicable)

- Collaborate with ServiceNow developers to translate functional requirements into user stories and test cases.
- Guide configuration decisions (e.g., topic/category design, lifecycle events, COEs).
- Support user acceptance testing (UAT) and change management for HR users.
- Provide thought leadership on HR shared services, employee experience, and digital HR transformation.
- Stay up to date on HR compliance standards (e.g., HIPAA, GDPR) and how they affect solution design.




- Drive platform adoption through stakeholder education, enablement, and process documentation.

Required Qualifications:

- Bachelor’s degree in Human Resources, Business, Information Systems, or related field.
- 8-10 years of HR experience, with solid knowledge of HR service delivery models.
- 4+ years of experience implementing or working with ServiceNow HRSD.
- Strong understanding of:
- o HR Case Management
- o HR Knowledge Management
- o Lifecycle Events
- o HR data privacy and compliance
- Proven experience in HR process design, optimization, and change enablement.
- Excellent communication, facilitation, and stakeholder engagement skills.
- Ability to translate business needs into structured user stories or functional specifications.

Preferred Qualifications:

- Must have CSA and CAD certifications with ITSM.
- Certification on ServiceNow HRSD Implementation Specialist.
- CTA or CMA certifications are good to have
- Experience working in a consulting or HR transformation environment.
- Familiarity with Agile/Scrum methodologies and ServiceNow implementation approaches.
- Experience with integrations between ServiceNow and HCM systems (e.g., Workday, SuccessFactors, UKG, Oracle & Payroll systems ).
- Exposure to global HR operations and multilingual/multi-region HR service delivery.

Please find the important areas which need to be covered:

- Case Management (COE, COE Security Policies, HR Criteria, HR Service, Assignment and Matching Rule, and all other features)
- Knowledge Management
- Virtual Agent + Live Chat (Advanced Work Assignment)
- Agent Workspace
- Upgrade/Clone/Deployment
- Backend/Frontend Developments Classification: Internal
- Reporting and Dashboard
- Translations (UI and Data)
- Automated Test Framework
- HR Lifecycle Event

Thanks & Regards

Puja Tiwari

Raas Infotek Corporation.

262 Chapman Road, Suite 105A,

Newark, DE-19702

Direct No:(phone hidden) Ext: 138

[email protected]

📌 Servicenow, - HRSD, Support Specialist (Canada)
🏢 Raas Infotek
📍 Canada