ServiceNow HRSD L2/L3 Support Consultant

Job Summary

We are looking for an experienced ServiceNow HRSD Consultant to provide L2/L3

production support and enhancements for enterprise HR Service Delivery (HRSD)

applications. The ideal candidate will have strong expertise in configuring, customizing, and

supporting ServiceNow HRSD modules while ensuring high system availability under strict SLA

requirements.

The consultant will work closely with HR stakeholders, technical teams, and business users to

resolve production issues, implement enhancements, and automate HR processes using

ServiceNow best practices.

Key Responsibilities

● Provide L2/L3 production support for ServiceNow HRSD applications while meeting

stringent SLA requirements.

● Analyze, troubleshoot, and resolve production incidents, service requests, and problem

tickets.

● Configure and customize ServiceNow HR Service Delivery (HRSD) modules.

● Develop and maintain HR Case Management and Employee Service Center solutions.

● Configure HR Services, Record Producers, Catalog Items, and Knowledge Articles.

● Design and implement Lifecycle Events for onboarding, employee transfers, promotions,

and offboarding.

● Build and maintain workflows using Flow Designer and Workflow Editor.

● Develop and customize:

○ Business Rules

○ Script Includes

○ Client Scripts

○ UI Policies

○ UI Actions

○ Access Control Lists (ACLs)

● Perform integrations between ServiceNow and enterprise systems such as:

○ Active Directory

○ HR Information Systems (HRIS)

○ Third-party HR applications

● Develop reports, dashboards, and performance metrics for HR operations and service

management.

● Perform root cause analysis and recommend permanent solutions for recurring issues.

● Participate in change management, release deployments, regression testing, and

post-production support.

● Work closely with business users to gather enhancement requirements and deliver

scalable HRSD solutions.

● Ensure compliance with ServiceNow development standards and governance.

Mandatory Skills

● Minimum 10+ years of overall IT experience.

● Minimum 6+ years of hands-on experience in ServiceNow HRSD.

● Strong experience providing L2/L3 production support.

● Expertise in:

○ HR Case Management

○ Employee Service Center (ESC)

○ HR Services

○ Record Producers

○ Catalog Items

○ Lifecycle Events

○ Flow Designer

● Strong ServiceNow scripting experience:

○ Business Rules

○ Script Includes

○ Client Scripts

○ UI Policies

○ ACLs

● Experience with ServiceNow integrations using REST/SOA

● Experience developing reports and dashboards.

● Strong incident, problem, and change management experience.

● Excellent troubleshooting and analytical skills.

Desired Skills

● ServiceNow HRSD Certification.

● Experience with IntegrationHub.

● Experience with ServiceNow Employee Center.

● Knowledge of ITSM modules.

● Experience working in Agile/Scrum environments.

● Familiarity with HR business processes and enterprise HR systems.

Preferred Industry Experience

● Insurance / Enterprise Services (SURE Domain preferred)