ServiceNow HRSD Product Owner/ Architect

Description

The Opportunity

As a ServiceNow HRSD Product Manager, you will lead the strategic development and delivery of Takeda’s HR Service Delivery capabilities on the ServiceNow platform. Working in close partnership with the user community and stakeholders across Takeda Business Solutions (TBS), Data, Digital & Technology (DD&T) organizations and various Business Units, you will translate a product vision and business/user needs into powerful, functional, and well-integrated software products that enhance productivity and drive a superior user experience.

In this role, you will act as the subject matter expert for the HRSD module, defining and prioritizing features that align with enterprise goals and employee expectations. You will oversee the full product lifecycle—from ideation through deployment—ensuring continuous improvement through agile delivery and stakeholder feedback.Your leadership will be instrumental in transforming HR operations, enabling seamless service delivery, and fostering a culture of innovation and excellence across global teams.

Responsibilities

Has ownership of the product roadmap, design evolution, and continuous improvement of ServiceNow HRSD, ensuring sustained alignment with Takeda’s HR and digital transformation objectives.

Accountable for the holistic product vision, delivery, and value realization of ServiceNow HRSD, driving strategic outcomes and maximizing business impact across the full product lifecycle.

Collaborates with stakeholders across People Solutions (PS) in TBS, HR, DD&T, and business units to gather requirements, prioritize features, and ensure alignment with business objectives.

Leads the design and implementation of intelligent HRSD solutions to improve employee experience and drive HR operational efficiency.

Conducts user research, usability testing, and feedback sessions to inform product enhancements and ensure alignment with user expectations and business needs.

Customizes and optimizes ServiceNow HRSD functionalities to meet user needs and ensure seamless integration with enterprise systemssuch as Workday, ITSM, etc.

Drives the development of omni-channel service capabilities, including mobile-responsive portals, virtual agents, chatbot integrations.

Ensures continuous innovation and delivery through agile methodologies, stakeholder engagement, and effective platform governance.

Proactively explores and integrates AI-driven solutions, emerging technologies, and new capabilities to enhance HRSD functionality and deliver greater business value.

Provides guidance and training to development teams to ensure clear understanding of requirements and delivery of high-quality releases.

Builds and maintains a prioritized backlog of user stories that reflect business goals and user needs.

Creates and executes stakeholder engagement plans focused on delivery milestones, release planning, and transparent communication.

Monitors and improves customer satisfaction, ensuring support services consistently exceed SLA expectations.

Partners with global and regional teams to ensure HRSD solutions meet local regulatory, operational, and language requirements.

Identifies and mitigates risks related to data privacy, compliance, and service continuity within the HRSD ecosystem.

Maintains awareness of ServiceNow platform updates and roadmap to leverage new capabilities and ensure long-term scalability.

Skills and Qualifications

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.

Deep understanding of the ServiceNow HRSD platform and modules, including Employee Relations, Reporting, and access management.

Experience with case management, lifecycle orchestration, and EC PRO/manager portals

Minimum 12 years' experience in consulting or configuring advanced technologies, including integrations and portals

Bachelor’s degree in computer science or related field or equivalent experience.

7+ years of relevant experience, including 5+ years working with the ServiceNow platform, with a focus on HR Service Delivery (HRSD).

Demonstrated ability to influence and consult senior leaders (identification of needs, providing options with pros, cons and risks) in an organisation, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems

Customer-centric mentality, willing to go the extra mile for the customer, and will break down all barriers to ensure customer success

ServiceNow Certified System Administrator (required).

ServiceNow HRSD Implementation certification (required or must achieve within first 60 days).

Hands-on experience with ServiceNow HRSD configuration, administration, and troubleshooting.

Demonstrates technical proficiency in ServiceNow platform capabilities—including UI Policies, Business Rules, Script Includes, ACLs, and GlideRecord—alongside strong experience in JavaScript, REST APIs, mobile-responsive design, and integration with enterprise systems using technologies such as SSO, SAML, Web Services, LDAP, JDBC, and SSL.

Proven ability to prioritize and manage work in a complex, fast-paced environment.

Demonstrated success in leading cross-functional teams and managing strategic vendors and internal service providers.

Ability to collaborate with compliance, quality, and information security teams to ensure platform governance and regulatory alignment.

Strong stakeholder engagement skills, with the ability to translate business needs into technical requirements and product features.

Experience in agile delivery methodologies, backlog management, and release planning.

Excellent verbal and written communication skills, with strong judgment and customer interaction capabilities.

Ability to manage a small team of experts and analysts, providing guidance and mentorship.

Self-starter with the ability to work independently and exercise sound decision-making.

Strong focus on customer service and delivering best-in-class employee experiences.

Demonstrated ability to solve complex technical and business problems.

Experience in healthcare or regulated industries and familiarity with validated systems is a plus.

Proactively explores and integrates AI-driven solutions, emerging technologies, and new capabilities to enhance HRSD functionality and deliver greater business value.

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