Lead Functional Configuration Spec

HMH is a learning technology company committed to delivering connected solutions that engage learners, empower educators and improve student outcomes. As a leading provider of K–12 core curriculum, supplemental and intervention solutions, and professional learning services, HMH partners with educators and school districts to uncover solutions that unlock students' potential and extend teachers' capabilities.

HMH serves more than 50 million students and 4 million educators in 150 countries. HMH Technology India Pvt. Ltd. is our technology and innovation arm in India focused on developing novel products and solutions using cutting-edge technology to better serve our clients globally. HMH aims to help employees grow as people, and not just as professionals.

Overview

We are seeking a highly skilled and experienced Lead Functional Configuration Specialist to drive the strategy, design, and implementation of solutions within our Atlassian (Jira, Confluence) and ServiceNow platforms. This role requires deep expertise in both platforms, strong leadership skills, and the ability to translate complex business requirements into effective, scalable technical configurations.

Key Responsibilities

Requirements Gathering & Analysis: Lead workshops and collaborate with stakeholders across various departments to understand business processes, pain points, and requirements for both Atlassian and ServiceNow solutions.

Solution Design & Configuration: Translate business needs into detailed functional specifications and design robust solutions, including configuring modules, workflows, forms, and reports within both ServiceNow and Atlassian suites.

Platform Integration: Oversee the design and implementation of seamless integrations between ServiceNow, Atlassian products, and other enterprise systems using APIs (REST/SOAP) and integration tools, ensuring data integrity and interoperability.

Leadership & Governance: Provide technical guidance and mentorship to a team of configuration specialists and administrators. Develop and implement best practices, standards, and governance for platform processes to ensure consistency and quality.

Testing & Quality Assurance: Develop and execute comprehensive test plans (functional, UAT, regression) to validate configurations and customizations, ensuring solutions meet business objectives and quality standards.

Documentation & Training: Create and maintain detailed technical documentation, process flows, and user manuals. Conduct training sessions for end-users, process owners, and administrators to ensure successful adoption.

Troubleshooting & Optimization: Monitor system performance, troubleshoot complex issues, and implement enhancements to optimize platform functionalities and user experience.

Strategic Alignment: Stay updated on emerging features and industry trends for both platforms (e.g., AI capabilities, new modules) and recommend innovative enhancements that align with organizational goals.

Required Qualifications & Skills

Education: Bachelor's degree in computer science, Information Systems, or a related technical field, or equivalent experience.

Experience: Minimum of 7+ years of experience as a Business Analyst or Functional Consultant with a focus on ServiceNow and Atlassian platform implementations.

Platform Expertise:

In-depth knowledge of ServiceNow modules (ITSM, CSM, ITOM, etc.).

Proven experience as an Atlassian (Jira, Confluence) Administrator with a strong understanding of configuration, customization, and best practices.

Technical Acumen: Familiarity with scripting (JavaScript, JQL), workflow automation (Flow Designer), and API integrations.

Frameworks: Strong understanding of ITIL (Information Technology Infrastructure Library) principles and Agile methodologies.

Certifications:

ServiceNow Certified System Administrator (CSA) (mandatory) and relevant Certified Implementation Specialist (CIS) certifications (preferred).

Jira Administration Certification (preferred).

Soft Skills

Excellent analytical, problem-solving, communication, and stakeholder management skills. Ability to work independently and lead teams in a dynamic, fast-paced environment.

HMH Technology Private Limited is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. We are committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.