ServiceNow HRSD Functional Lead

Key Responsibilities:

• Serve as the primary functional point of contact during the hypercare phase for all HRSD modules (Case & Knowledge Management, Employee Service Center, HR Catalog, HR Lifecycle Events).
• Lead issue triaging, resolution prioritization, and escalation with technical teams.
• Collaborate closely with HR business partners, IT teams, and ServiceNow developers to ensure timely resolution of post-go-live issues.
• Conduct root cause analysis for recurring incidents and propose permanent solutions.
• Validate and ensure compliance of HR workflows, configurations, and processes against business requirements.
• Maintain hypercare tracking logs, dashboards, and reporting for senior management.
• Provide functional guidance and coaching to support teams, including knowledge transfer for ongoing operations.
• Facilitate status meetings, communicate progress updates, and manage expectations with stakeholders.
• Identify opportunities for optimization and continuous improvement within the HRSD platform.