Job Description: Service Now HRSD Architect
Practice: Enterprise Operations as a Service (EOaaS)
Level: Senior Consultant / Manager

Role Overview
We are seeking an experienced Service Now HRSD Architect with deep expertise in HR Service Delivery (HRSD) and the Labor & Employee Relations (LER) module to join our team. The ideal candidate will architect, design, and deliver enterprise-grade Service Now HRSD solutions with a strong emphasis on Employee Relations case management and integrations with third-party HR systems. This role requires strong consultative skills, direct client engagement capability, and the technical depth to translate complex HR and ER business processes into scalable platform solutions.
Key Responsibilities
=7 Solution Architecture & Design

- Lead end-to-end architecture and design of Service Now HRSD implementations including:
- Employee Service Center (ESC)
- HR Case & Knowledge Management
- Employee Document Management (EDM)
- Labor & Employee Relations (LER)

- Define solution blueprints, technical architecture documents, and integration design specifications
- Ensure solutions are aligned with Service Now best practices, platform governance, and security standards
- Lead discovery workshops, design sessions, and architecture review boards with client stakeholders

=7 Labor & Employee Relations (LER) - Deep Expertise

- Architect and configure the Service Now LER module to support complex Employee Relations processes including:
- Employee complaints and grievances
- Workplace investigations (misconduct, harassment, policy violations)
- Disciplinary actions and performance management cases
- Accommodation requests (ADA, religious, medical)
- Ethics & compliance case management
- Separation and exit management

- Design case categorization, routing logic, and escalation workflows within LER




- Configure confidentiality controls, role-based access, and data privacy safeguards critical to ER case handling
- Build multi-party involvement workflows engaging HR Business Partners, Legal, Compliance, and management stakeholders
- Design LER dashboards, reporting, and analytics to support ER team operational oversight
- Advise clients on best practices for sensitive case handling within the platform, including audit trails and documentation management

=7 Integrations

- Architect and deliver robust integrations between Service Now HRSD and enterprise HR/business systems such as:
- Workday (HCM, Recruiting, Payroll)
- SAP Success Factors
- Oracle HCM
- ADP, Ceridian, or other payroll/perks platforms
- Legal case management systems or ethics hotline platforms (e.g., Ethics Point / NAVEX)

- Design integration patterns using Integration Hub, REST/SOAP APIs, MID Server, Import Sets, and Transform Maps
- Implement bi-directional data sync ensuring data integrity between Service Now and HR systems of record
- Define and document integration architecture including data mapping, error handling, and retry logic
- Ensure integrations adhere to data privacy and compliance requirements (GDPR, HIPAA, etc.) especially in the context of sensitive ER data

=7 Client & Stakeholder Engagement

- Engage directly with HR leadership, Employee Relations teams, Legal, Compliance, and platform owners to gather requirements and validate designs
- Translate complex ER business processes and compliance requirements into platform-ready solutions
- Act as a trusted technical advisor to the client throughout the engagement lifecycle

=7 ITSM (Nice to Have)

- Working knowledge of Service Now ITSM modules (Incident, Problem, Change, Request)
- Ability to design touchpoints between HRSD and ITSM — for example, IT provisioning tasks or access revocation triggered by ER case outcomes.

📌 ServiceNow HRSD Architect (India)
🏢 APN Consulting
📍 India