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 strong knowledge of HR service delivery models.
4+ years of experience implementing or working with ServiceNow HRSD.
Strong understanding of:
HR Case Management
HR Knowledge Management
Lifecycle Events
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 significant 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
Reporting and Dashboard
Translations (UI and Data)
Automated Test Framework
HR Lifecycle Events
Key Responsibilities To troubleshoot and resolve critical and complex tickets.
To create the root cause analysis for critical issues/faults (hands on working).
To implement any necessary preventive measures to reduce future defects.
To provide technical assistance to the team members in resolving customer issues.
To execute continuous improvement activities and to improve the team’s performance.
At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.
HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.
Provider
Description
Enabled
SAP as service provider
"route" is used for session stickiness
"careerSiteCompanyId" is used to send the request to the correct data center
"JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
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📌 Technical Support Specialist (British Columbia)
🏢 HCL Technologies
📍 British Columbia