ServiceNow Functional Architect

Location: Remote / Hybrid

Type: Full-Time

Experience: 4–7 Years (ServiceNow Functional/Technical Delivery)

About the Role

Key Responsibilities

• Deliver hands-on configuration across ITSM, ITOM, CMDB, CSM, ITAM, SecOps, Performance Analytics, and HRSD.
• Build HRSD Employee Relations (ER) case management workflows, templates, services, and configurations.
• Participate in requirements workshops and convert stakeholder needs into clear user stories with acceptance criteria.
• Design functional workflows, automate processes, and configure catalog items, SLAs, notifications, and dashboards.
• Execute module-level testing and support UAT cycles, triage defects, and manage retesting.
• Support Workday–ServiceNow integration validation for employee data, HR profiles, and case workflows.
• Maintain user/group management, weekly onboarding/offboarding updates, and workflow troubleshooting.
• Build Performance Analytics dashboards, KPIs, indicators, and reporting models.
• Facilitate stakeholder training, demos, and documentation for new processes.

Required Skills & Experience

• 4–7 years of ServiceNow functional or technical configuration experience.
• Strong understanding of ITSM, CMDB, ITAM, CSM, ITOM, SecOps, and PA modules.
• Hands-on experience with HRSD, especially Employee Relations and Case Management.
• Solid understanding of ITIL processes, CMDB structures, and workflow automation.
• Ability to write user stories, test scripts, functional specs, and process documentation.
• Experience supporting end users, troubleshooting issues, and working with compliance/security teams.
• Strong analytical, communication, and stakeholder engagement skills.
• Certifications preferred: CSA, CIS (ITSM/ITOM/HRSD), HRSD Implementation Specialist (good to have).