People Operations ServiceNow Specialist

Role Overview

We are seeking a People Operations ServiceNow Specialist to serve as the subject-matter expert for the ServiceNow platform supporting HR and People Operations.

The role is responsible for ensuring that employee case management, workflows, knowledge content, routing rules, and platform changes are configured effectively and aligned with standardized operational processes. You will provide specialized platform support, improve system usability, maintain strong change controls, and help reduce reliance on manual workarounds. This position will work closely with People Operations, process improvement, continuous improvement, data privacy, regional service teams, and technical stakeholders.

Scope of the Role

This position is responsible for implementing approved process designs within ServiceNow and ensuring that platform changes follow the appropriate governance procedures.
The role does not independently own the design of underlying People Operations processes, determine the priority of continuous improvement initiatives, or approve high-impact process changes. It is also an individual-contributor position without direct people-management responsibilities.

Key Responsibilities
ServiceNow Platform Ownership

• Serve as the subject-matter expert for the organization’s People Operations use of ServiceNow.
  
• Configure and maintain case management workflows, knowledge content, forms, routing rules, escalation paths, and usability features.
  
• Translate business and operational requirements into clear platform change requests and configuration updates.
  
• Ensure the platform accurately supports approved and standardized People Operations processes.
  

Platform Change Governance

• Maintain accurate and traceable records of ServiceNow process and configuration changes.
  
• Support risk and impact assessments, testing, approval, release, and post-deployment confirmation.
  
• Ensure changes follow established governance procedures, documentation standards, and release schedules.
  
• Partner with process specialists to translate approved process designs into practical system workflows.
  

Tier 2 Platform Support

• Provide Tier 2 support for complex ServiceNow issues that cannot be resolved by regional or first-line support teams.
  
• Investigate workflow, routing, access, form, and case-management issues.
  
• Support user acceptance testing, defect resolution, deployment readiness, and post-release validation.
  
• Coordinate with operational and technical stakeholders to resolve platform issues and minimize disruption.
  

Automation and Continuous Improvement

• Analyze ticket trends and recurring issues to identify automation, self-service, and platform improvement opportunities.
  
• Recommend enhancements that reduce repeat demand, manual intervention, and case-handling friction.
  
• Submit identified opportunities through the appropriate continuous improvement process.
  
• Provide visibility into platform-related risks, recurring issues, and improvement themes.
  

Data Privacy and Access Controls

• Support the configuration and maintenance of data privacy and platform access controls.
  
• Work with data privacy and security stakeholders to ensure sensitive People Operations information is properly protected.
  
• Help ensure that access permissions, case visibility, and routing rules follow approved privacy requirements.
  

Standards, Documentation, and Adoption

• Maintain platform documentation, configuration records, operating guides, and knowledge-transfer materials.
  
• Reinforce the use of approved standards, templates, request channels, and release procedures.
  
• Support knowledge transfer and platform continuity during organizational or operational transitions.
  
• Help regional teams adopt improved workflows, tools, and employee-service journeys.
  
• Influence stakeholders to follow appropriate governance and change-request processes.
  

Qualifications and Experience

• Hands-on experience administering or configuring the ServiceNow platform, ideally within HR Service Delivery, People Operations, or employee case management.
  
• Experience supporting HR shared-services operations is preferred.
  
• Strong understanding of case management workflows, knowledge management, forms, routing rules, escalation logic, and platform usability.
  
• Experience mapping, simplifying, and standardizing processes and translating approved process designs into system workflows.
  
• Familiarity with HR operations, employee-service processes, and practical delivery constraints.
  
• Experience supporting platform change governance, testing, release readiness, or configuration documentation.
  
• Experience working in a regional, global, or multi-country environment.
  
• Understanding of data privacy principles and role-based access requirements within HR or employee-service platforms.
  
• Strong analytical and problem-solving skills, with a focus on reducing defects, rework, and manual processes.
  
• Excellent communication and stakeholder-management skills, including the ability to engage and influence senior stakeholders.
  
• Collaborative, adaptable, and resilient when working in a fast-paced environment with changing priorities.
  

Key Success Measures

• ServiceNow changes are properly documented, risk-assessed, approved, implemented, and traceable.
  
• Forms, workflows, routing rules, and platform guidance improve request accuracy and case resolution.
  
• Recurring platform issues and risks are identified, communicated, and escalated appropriately.
  
• Platform enhancements support controlled adoption and align with People Operations priorities.
  
• Regional teams experience faster routing, fewer manual workarounds, and improved platform usability.
  
• ServiceNow becomes a reliable and well-configured platform for delivering People Operations services.