ServiceNow Solution Architect - HRSD

We are seeking an experienced ServiceNow Solution Architect with deep specialization in HR Service Delivery (HRSD) to lead enterprise-scale implementations and strategic client engagements. This role is ideal for a platform expert who has successfully architected end-to-end HRSD solutions, while also understanding how HR workflows integrate with ITSM, CSM, and other enterprise functions.

• Lead architecture and delivery of HRSD implementations, ensuring scalable design across COEs, HR Services, Case Management, Knowledge, and Employee Journeys (Lifecycle Events).
  
• Partner with HR stakeholders to redesign and digitize processes such as onboarding, offboarding, employee transitions, and HR inquiries, ensuring measurable improvements in employee experience and operational efficiency.
  
• Develop solution blueprints, TDDs, and data models with a strong emphasis on HR data privacy, security, and compliance. Conduct workshops to translate HR business requirements into scalable ServiceNow solutions.
  
• Own the strategy and implementation of Employee Center / Employee Center Pro, including personalization, knowledge integration, and intuitive self-service experiences.
  
• Ensure proper design of HR data segregation, role-based access controls, and compliance frameworks aligned with enterprise and regulatory standards.
  
• Now Assist for HRSD: Implement generative AI to enhance case summarization, knowledge creation, and agent productivity.
  
• AI Agents & Virtual Agent: Automate employee interactions and HR query resolution.
  
• AI Search: Optimize knowledge discovery and contextual search experiences for employees
  
• Process Automation Designer: Drive complex HR workflows and lifecycle automation
  
• Design integrations between HRSD and systems such as HRMS (Workday, SAP SuccessFactors), Identity systems, and ITSM, ensuring seamless employee lifecycle orchestration.
  
• Enable integration of HRSD with ITSM (employee IT onboarding), CSM, and FSM where required, while maintaining HRSD as the core domain.
  
• Act as a trusted advisor to CHROs, HR leaders, and business stakeholders, providing guidance on HR digital transformation, ServiceNow roadmap, and best practices.
  
• Establish standards for HRSD configurations, data security, update sets, and instance management, ensuring long-term scalability and maintainability.
  
• Mentor consultants, conduct code reviews, and ensure adherence to agile methodologies and delivery excellence.
  
• Support HRSD-focused solutioning, effort estimation, and PoCs during the sales cycle.
  

Requirements

Skills & Qualifications

• Bachelor’s degree in Engineering/Computer Science or equivalent
  

• 8+ years of ServiceNow experience with strong specialization in HRSD
  

• Minimum 3+ years in Architect/Lead role delivering HRSD solutions
  

• Proven experience in end-to-end HRSD implementations in consulting environments
  

• Deep understanding of HR operating models and employee experience design
  

• Strong knowledge of CSDM with HRSD alignment
  

• Expertise in secure and compliant HR data handling
  

• Experience with Agile/Scrum delivery models 
  

● HRSD Core Expertise (Mandatory):

• COE structure, HR Services, Case Management
  

• Lifecycle Events & Employee Journeys
  

• Employee Center / Employee Center Pro
  

• HR Knowledge Management
  

• Document Management & eSign integrations
  

● HR Integrations:

• Experience integrating with Workday, SAP SuccessFactors, or similar HR systems
  

• Strong understanding of employee data flows and identity management
  

● Automation & AI:

• Virtual Agent, AI Search, Predictive Intelligence
  

• Now Assist and AI-driven HR use cases
  

• Flow Designer & Process Automation Designer
  

● Platform Capabilities:

• Strong scripting (JavaScript, Glide API)
  

• Integration Hub, REST/SOAP APIs
  

• Service Portal / UI Builder (preferred for Employee Center customization)
  

● Complementary Modules (Good to Have):

• ITSM (employee IT use cases)
  

• CSM / FSM exposure for cross-functional workflows
  

Certifications 

• Certified System Administrator (CSA)
  

• CIS-HRSD
  

• CIS-ITSM / CIS-CSM
  

• Certified Application Developer (CAD)