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People Technology: ServiceNow Functional Architect joins the People Product Management team within the People Services and Technology organization. This role serves as a functional guide, bridging business strategy and technical execution to drive product delivery and platform governance for the ServiceNow HRSD platform. The architect defines functional requirements, maps workflows, manages contractor delivery, and governs the roadmap while collaborating with IS&T partners to ensure scalable configurations. Key responsibilities include driving intelligent automation, piloting AI capabilities, and managing the ServiceNow account relationship to improve employee support experiences. Required expertise includes ServiceNow HRSD modules like Case Management, Employee Center, and Document Management, alongside familiarity with Flow Designer, Agent Workspace, and Advanced Work Assignment. Candidates must possess a deep understanding of HR systems ecosystems including Workday, case routing, and document-retention workflows while demonstrating strong skills in product delivery and platform governance.
Define functional processes and map workflows to translate business needs into ServiceNow HRSD solutions.
Drive the functional vision for platform evolution, including intelligent automation and AI capabilities.
Manage and guide a team of contractors responsible for system designs and functional configurations.
Partner with IS&T engineering teams to govern platform health and ensure scalable technical integrations.
Manage the ServiceNow account relationship to evaluate new features and position them for employee experience improvements.
Govern and drive the ServiceNow HRSD roadmap to streamline global HR transactions.
Translate complex human resource requirements into clear, high-quality functional specifications and user stories.
What we're looking for
Bachelor's degree in Business Administration, Management Information Systems, Human Resources, or a related field.
7+ years of experience in ServiceNow HRSD with deep functional knowledge of modules like Case and Knowledge Management, Employee Center, Employee Journeys, or EDMS.
ServiceNow Certified Implementation Specialist (CIS) - HRSD or Certified System Administrator (CSA).
Familiarity with ServiceNow platform capabilities including Flow Designer, Agent Workspace, Advanced Work Assignment, and system integration patterns.
Familiarity with HR systems ecosystems such as Workday, case routing, and document-retention workflows.
Experience in product delivery and platform governance, specifically managing functional backlogs, writing user stories, and steering delivery timelines.
Proven success in managing external contractors or consultants to deliver functional specifications and platform configurations.