Senior ServiceNow HRSD

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 Were Looking For:

Basic Required Qualifications:

• Bachelors 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.