Senior ServiceNow HRSD

About the Role:

Grade Level (for internal use):

10

Job Title: Senior ServiceNow HRSD & Conversational AI Developer

Level: Grade 10
Role Type: Individual Contributor
Reporting To: ServiceNow Platform Lead
Location: Hyderabad

Responsibilities and Impact:

• Design, configure, and customize ServiceNow applications using Business Rules, Script Includes, Client Scripts, UI Policies, and Catalog UI Scripts.
• Utilize Flow Designer and Workflow Editor for automation and process orchestration.
• Develop Scoped Applications and reusable components that follow ServiceNow best practices.
• Maintain system performance, query optimization, and efficient script execution.
• Build role-based access (ACLs) for HR data privacy and security.
• Implement and enhance HR Case Management, HR Knowledge, HR Lifecycle Events, and Employee Document Management.
• Configure HR Profiles, HR Templates, and Case Forms to match HR processes (onboarding, offboarding, payroll, leave, benefits).
• Build HR Service Catalog items with guided forms, approval flows, and fulfillment tasks.
• Implement document generation and e-signature integrations (DocuSign, Adobe Sign).
• Configure and extend Agent Chat for HR service delivery, enabling seamless live HR interactions.
• Design and implement Virtual Agent topics for common HR inquiries, integrated with HR cases and knowledge articles.
• Configure Advanced Work Assignment (AWA) for routing chat requests to the right HR agents based on skills, availability, and capacity.
• Personalize Employee Center / Service Portal to support chat, case deflection, and HR self-service.
• Develop custom portal widgets using AngularJS, HTML, CSS, and ServiceNow APIs to enhance user experience.
• Leverage Flow Designer to automate HR case lifecycle events, document generation, and notifications.
• Create subflows, reusable actions, and spokes for HR processes and integrations.
• Transition legacy Workflows into Flow Designer where applicable.
• Integrate Flow Designer with IntegrationHub for orchestrating end-to-end HR processes.
• Develop and maintain real-time and batch integrations between ServiceNow HRSD and external HR systems (Workday, Payroll, Identity Systems).
• Build IntegrationHub Spokes and actions for seamless HR process automation.
• Implement REST/SOAP APIs, JDBC, and File-based integrations as per business needs.
• Ensure secure and compliant handling of PII data exchange during integrations.
• Leverage ServiceNow Now Assist (GenAI) to enhance HR case deflection, knowledge article generation, and conversational search.
• Configure and extend Virtual Agent with Generative AI to deliver natural language HR query resolution integrated with HR Knowledge and HR Cases.
• Integrate with third-party AI solutions (e.g., Moveworks, Microsoft Copilot, enterprise AI chatbots) to provide a unified HR support experience.
• Implement Predictive Intelligence for case categorization, assignment, and sentiment analysis to proactively improve HR service quality.
• Enable AI-powered Agent Assist within HR Agent Workspace for knowledge suggestions, case summarization, and automated responses.

What We're Looking For:Basic Required Qualifications:

• Bachelor's degree in Computer Science, Information Systems, or Engineering, or equivalent work experience.
• Certified CAD and CIS-HRSD.
• 5–7 years' experience in ServiceNow configuration, development, and management.
• Hands-on experience launching and managing HRSD and Integration services.
• Mentor team members proactively, cultivating a collaborative and growth-focused atmosphere.
• Offer guidance and support for professional development and technical expertise.
• Lead initiatives to improve service delivery and operational efficiency while working with stakeholders to define requirements, suggest solutions, and drive implementation.
• Demonstrable experience piloting and driving new modules and functionality.
• Strong ServiceNow development and scripting skills in JavaScript.
• Experience using ServiceNow Glide JavaScript libraries.
• Experience with custom layouts using AngularJS.
• Demonstrable experience in Scoped Application Development.
• Ability to take initiative without explicit direction.
• Strong interpersonal skills with the ability to work effectively in a cross-functional and multi-national team.
• Proven ability to work independently and in a fast-paced, dynamic environment.
• Excellent problem-solving skills and attention to detail.
• Experience in integrating third-party applications with ServiceNow.
• Experience with ServiceNow Now Assist for HRSD, Virtual Agent with Generative AI, and Predictive Intelligence.
• Hands-on exposure to Generative AI APIs (OpenAI, Microsoft Azure OpenAI, Anthropic) for extending ServiceNow capabilities.
• Understanding of AI governance, data security, and compliance when handling HR/PII data with AI tools.
• Proven ability to evaluate AI-driven solutions and provide recommendations for adoption within HR service delivery.

Additional Preferred Qualifications:

• Experience with ServiceNow upgrades, ITSM, and AI modules with end-to-end deployment of code.
• Strong communication skills to articulate challenges, blockers, and queries to stakeholders.
• Demonstrable experience in Scoped Application Development.
• Ability to work effectively in cross-functional and multi-national teams, with a preference for 1–10 PM IST window.
• Certifications like ITIL or CIS-ITSM.
• Familiarity with Moveworks AI platform or similar conversational AI assistants.
• Exposure to Generative AI APIs (OpenAI, Microsoft Azure OpenAI, Anthropic) for extending ServiceNow capabilities.

The Team:

The ServiceNow team at S&P Global is committed to driving innovation and enhancing the end-user experience across the organization. We work collaboratively with a diverse group of professionals, including administrators, developers, business analysts, and ITSM process leads. Our team values a global mindset, effective communication, and a proactive approach to problem-solving. We are focused on delivering transformational solutions that modernize our work environment and increase productivity.

What's In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We're committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We're constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:
 

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you can take care of business. We care about our people. That's why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It's not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit:

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Recruitment Fraud Alert:

If you receive an email from a domain or any other regionally based domains, it is a scam and should be reported to  S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, "pre-employment training" or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.  Only electronic job submissions will be considered for employment.  

If you need an accommodation during the application process due to a disability, please send an email to:  and your request will be forwarded to the appropriate person.  
 
US Candidates Only:  The EEO is the Law Poster  describes discrimination protections under federal law.  Pay Transparency Nondiscrimination Provision -

20 - Professional (EEO-2 Job Categories-United States of America), IFTECH Middle Professional Tier I (EEO Job Group), SWP Priority – Ratings - (Strategic Workforce Planning)

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