ServiceNow Functional Configuration Consultant

Overview

Join our Global People Comms Technology team as a Service Now Functional Configuration Support Specialist. Reporting to the Director, People Comms Delivery, you will play a pivotal role in implementing, maintaining, and optimizing Service Now and related HR technology platforms. You’ll collaborate with stakeholders to identify business needs, configure solutions, and drive adoption of innovative technology to enhance colleague experience.

• Configure and support Service Now HR Service Delivery (HRSD) modules, including Case and Knowledge Management and HR Agent Workspace.
• Assist with configuration and support for additional modules (e.g., Employee Relations, Employee Communities, Performance Analytics, and Virtual Agent).

• Lead the implementation, configuration, and ongoing support of Service Now modules, ensuring alignment with business requirements and best practices.
• Develop and maintain workflows, business rules, UI policies, and catalog items.
• Ensure data integrity, security, and compliance within Service Now and integrated systems, in alignment with legal and regulatory requirements.

• Create and maintain custom reports, dashboards, and Performance Analytics within Service Now to support business insights and decision-making.

• Provide training and support to HR and business teams on Service Now functionality and best practices.
• Develop user guides and documentation for end users and administrators.

• Monitor and evaluate Service Now system performance, identifying opportunities for optimization and improvement.
• Stay abreast of the latest advancements in Service Now, HR technology, and emerging technologies such as AI and Machine Learning.

• Lead configuration, testing, and implementation of system upgrades and projects.
• Assist with impact assessments, regression testing, and communication plans for Service Now changes.

• Partner with internal customers to enhance cyclical HR activities and troubleshoot issues or opportunities.
• Work closely with technical teams to support integrations, data migrations, and automation initiatives.

• Bachelor’s degree in HR, Information Technology, Computer Science, or a related field.
• 4+ years of hands‑on technical configuration and implementation experience with Service Now and other HR/business technology platforms.
• Experience working in a large global organization and delivering solutions under tight timelines.
• Proven ability to handle sensitive and confidential information in compliance with data privacy standards.
• Demonstrated technical, strategic, and consultative skills, with the ability to develop forward‑thinking solutions to address complex problems and risks.
• Experience with project management, human‑centered design principles, and change management approaches in support of technology initiatives.
• Persuasive communication and influencing skills across cross‑functional internal and external stakeholders.
• Strong analytical and problem‑solving abilities, with a focus on continuous improvement and innovation.

• Service Now Certified System Administrator (CSA) or Implementation Specialist (HRSD, ITSM) preferred.
• Experience with other HRIS or ITSM platforms (e.g., Workday, ADP, JIRA, Salesforce) is an asset.
• Experience supporting a Service Center Environment.
• Experience working in an agile environment is an asset.
• Micro‑certifications in Predictive Intelligence, Virtual Agent, or Performance Analytics are beneficial.
• Exceptional customer service, communication, and relationship‑building skills.
• Strong technical acumen, logic, judgment, and decision‑making.
• Initiative and willingness to build skills in new areas.
• Solid understanding of data analysis and interpretation.
• Demonstrated consulting experience and ability to influence.
• Commitment to ethics, data privacy, and compliance policies.

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well‑being and inclusion are more than…