Senior Technical Consultant, HRSD / GBS ServiceNow - (Global role)

Role Summary

We are looking for an experienced ServiceNow Human Resources Service Delivery and Global Business Services (HRSD/GBS) Technical Consultant who will design, configure, implement, integrate, and support enterprise ServiceNow solutions that improve employee services and shared-service operations.

The successful candidate must hold a current ServiceNow certification relevant to HRSD and have proven experience delivering complex, enterprise-scale HRSD implementations. The role will work closely with Solution and Technical Architects, providing detailed product and technical design input and translating HR, employee experience, shared-service, security, data privacy, and operational requirements into secure, scalable, and supportable solutions.

In this global role, you will design and deliver next-generation AI-powered solutions, intelligent workflows, and reusable accelerators that strengthen our ServiceNow portfolio and help shape the future of digital transformation.

The candidate must be comfortable working with senior executives, HR and GBS leadership, shared-service teams, process owners, legal and compliance teams, enterprise architects, security teams, and technical delivery resources.

Key Responsibilities

HRSD and GBS Delivery

Lead technical delivery across requirements, design, configuration, testing, deployment, and transition to support.
Configure and implement HR Case and Knowledge Management, Employee Center and Employee Center Pro, Enterprise Onboarding and Transitions, Lifecycle Events, Employee Relations where required, Universal Request, Virtual Agent, and enterprise shared-service workflows.
Configure HR services, centers of excellence, case types, assignment rules, eligibility, approvals, notifications, knowledge, fulfillment activities, service-level targets, and escalations.
Design employee journeys covering onboarding, transfers, promotions, leave, relocation, organizational change, and offboarding.
Implement dashboards, reports, workspaces, operational measures, and executive views.
Ensure solutions follow ServiceNow product guidance, platform standards, data privacy requirements, and upgrade-safe practices.

GBS and Shared-Service Design

Support the design of Global Business Services operating models across HR and, where required, finance, procurement, facilities, legal, workplace services, and other enterprise functions.
Translate shared-service processes into standardized request, case, knowledge, approval, fulfillment, and escalation workflows.
Design solutions supporting multiple business units, countries, languages, service centers, service lines, and employee populations.
Configure routing, assignment, entitlements, service levels, operating calendars, and escalation models.
Identify opportunities to consolidate fragmented portals, mailboxes, spreadsheets, and workflow tools, while preserving justified regional and regulatory variations.
Develop reusable service patterns that improve consistency, scalability, and employee experience across GBS functions.

Design and Architecture Support

Provide detailed product and technical design input to Solution, Technical, Enterprise, Security, Data, and Integration Architects.
Recommend appropriate HRSD capabilities, security models, data structures, workflow designs, integration patterns, and implementation approaches.
Contribute to solution designs, configuration workbooks, data models, interface specifications, security designs, deployment plans, and architecture decisions.
Assess how HRSD and GBS will interact with HR, identity, payroll, document, collaboration, and enterprise service-management platforms.
Identify product constraints, dependencies, licensing considerations, privacy risks, technical risks, and design trade-offs.
Challenge requirements that create unnecessary customization, technical debt, inconsistent employee experiences, security weaknesses, or upgrade complications.
Produce technical estimates and support implementation planning, design reviews, and architectural governance.

Requirements and Stakeholder Engagement

Lead or support workshops with senior executives, HR and GBS leadership, HR operations, employee relations, payroll, talent, benefits, legal, privacy, compliance, shared-service teams, and technical stakeholders.
Translate employee experience, HR service, and shared-service objectives into functional and technical requirements.
Assess existing processes, portals, tools, forms, mailboxes, spreadsheets, and manual activities to identify opportunities for standardization and automation.
Document requirements, user stories, acceptance criteria, process flows, personas, journeys, data requirements, integration requirements, and non-functional requirements.
Explain ServiceNow capabilities, constraints, dependencies, and implementation options to executive and technical audiences.
Facilitate design decisions and communicate the cost, complexity, privacy, security, support, and employee-experience implications of proposed solutions.

Technical Configuration, Security, and Integration

Perform advanced configuration of HRSD and supporting platform capabilities, including tables, forms, fields, workspaces, roles, groups, criteria, access controls, notifications, Flow Designer flows, business rules, client scripts, UI policies, and scheduled processes.
Configure HR criteria, user criteria, audience targeting, service eligibility, case visibility, assignment logic, and confidential case handling.
Develop supported components using JavaScript, Glide APIs, REST/SOAP services, IntegrationHub, import sets, and transform maps.
Design access controls protecting sensitive employee, compensation, health, disciplinary, legal, and personal information in accordance with least-privilege, need-to-know, data-minimization, and segregation-of-duties principles.
Design integrations with HR information systems, payroll, benefits, talent, learning, identity, document, electronic-signature, collaboration, finance, facilities, procurement, and enterprise service platforms.
Define synchronization, transformation, reconciliation, authentication, encryption, monitoring, and error-handling requirements.
Support migration and validation of employee data, HR profiles, services, cases, knowledge, documents, tasks, and historical records.
Ensure data handling, integrations, and migrations comply with privacy, security, retention, consent, audit, masking, and anonymization requirements where applicable.

Testing, Deployment, Governance, and Leadership

Develop and review unit, system, integration, regression, security, and user acceptance test materials.
Diagnose and resolve configuration, integration, access, data, workflow, usability, and performance issues.
Support release planning, code review, deployment, validation, rollback, hypercare, operational handover, knowledge transfer, and adoption activities.
Promote the use of Automated Test Framework where appropriate.
Participate in peer reviews, technical governance, quality gates, privacy reviews, security reviews, and change-management processes.
Identify and manage technical debt, privacy risks, security risks, delivery risks, dependencies, and corrective actions.
Provide technical guidance to consultants, developers, analysts, administrators, and integration specialists, and review designs, configurations, integrations, code, test evidence, and deployment documentation.
Support pre-sales activities, including discovery, solution shaping, demonstrations, estimates, proposals, and statements of work.

Mandatory Qualifications and Experience

Current ServiceNow certification relevant to HRSD, such as Certified Implementation Specialist - Human Resources or its current equivalent.
Proven experience implementing ServiceNow HRSD in complex enterprise environments and delivering multiple end-to-end implementations.
Current ServiceNow Certified Application Developer certification, or equivalent demonstrable application-engineering expertise.
ServiceNow Certified Technical Architect (CTA) – highly preferred
Excellent soft skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization
At least 3 x Certified Implementation Specialist certificates
Extensive hands-on experience architecting and delivering ServiceNow solutions
Proven success leading technically complex implementations
Ability to lead technical discussions confidently with customers and stakeholders
Prior consulting experience
Experience leading teams and supervising others
Proven experience engineering and supporting ServiceNow in complex enterprise environments.
Strong understanding of HRSD architecture, data structures, security, workflows, integrations, reporting, and employee-service operating models.
Proven ability to provide detailed design input to ServiceNow Solution and Technical Architects.
Experience translating HR, employee experience, shared-service, privacy, security, and operational requirements into implementable designs.
Experience working directly with senior executives, HR leaders, GBS leaders, and senior business stakeholders.
Experience engaging with HR operations, shared services, employee relations, payroll, benefits, talent, legal, privacy, security, and compliance teams.
Strong ServiceNow configuration and development experience, including REST APIs, IntegrationHub, import sets, transform maps, authentication, and enterprise integration patterns.
Experience integrating ServiceNow with HRIS, identity, payroll, document, collaboration, and enterprise systems.
Excellent written and verbal communication skills in English, including the ability to lead workshops and present complex recommendations clearly.
Ability to work independently, manage competing priorities, and deliver high-quality outputs within agreed timescales.

Expected Experience

Eight or more years of relevant HR technology, shared-services technology, or enterprise application experience.
Five or more years of hands-on ServiceNow platform experience.
Three or more years of direct ServiceNow HRSD implementation experience.
Experience delivering at least two substantial end-to-end HRSD implementations.
Experience in large, regulated, multinational, government, financial services, healthcare, energy, utilities, telecommunications, or similarly complex organizations.

Technical and Functional Knowledge

ServiceNow HRSD architecture and data model
HR Case and Knowledge Management
Employee Center and employee self-service
Enterprise Onboarding and Transitions
Lifecycle Events and employee journeys
Centers of excellence, HR services, HR profiles, and HR criteria
GBS and shared-service operating models
Case routing, approvals, service levels, and escalations
Virtual Agent, knowledge management, and employee communications
Flow Designer, IntegrationHub, JavaScript, and Glide APIs
REST/SOAP integrations, import sets, and transform maps
Role-based access controls and employee-data privacy
Reporting, dashboards, workspaces, and performance measures
Automated Test Framework and upgrade-safe development

Preferred Qualifications

ServiceNow Certified System Administrator, Certified Application Developer, or additional credentials relevant to Employee Center, IntegrationHub, ITSM, Customer Service Management, or Automated Test Framework.
Experience implementing GBS or enterprise shared-service solutions.
Experience integrating HRSD with Workday, SAP SuccessFactors, Oracle HCM, payroll systems, identity platforms, document repositories, or electronic-signature services.
Knowledge of employee-data protection, accessibility, records retention, and regional privacy requirements.
Experience in regulated, multinational, government, or security-sensitive environments.
Experience supporting pre-sales, demonstrations, estimates, proposals, and customer presentations.

Professional Competencies

Strong analytical, problem-solving, facilitation, presentation, negotiation, and stakeholder-management skills.
Credibility with senior executives, HR professionals, shared-service leaders, and technical specialists.
Ability to challenge unclear, conflicting, insecure, or technically inappropriate requirements.
Strong awareness of employee experience, confidentiality, cultural sensitivity, and data privacy.
High standards of professionalism, integrity, discretion, and accountability.
Ability to work across distributed, multicultural, and multidisciplinary teams, with a commitment to mentoring, knowledge sharing, and continuous improvement.

Working Arrangements

The role will be primarily remote, although on-site working may be required depending on customer and project needs. The candidate must be willing to participate in workshops, governance meetings, critical deployments, and delivery activities across global time zones.

ServiceNow Developer- HRSD Developer