- 12+ years of Service Now experience, including solid hands-on expertise in both HR Service Delivery (HRSD) and Customer Service Management (CSM).
- Lead module discovery sessions and provide a clear end-to-end overview of capabilities, architecture, licensing considerations, and best practices.
- Assess current processes and recommend practical HRSD and CSM implementation or optimization roadmaps.
- Deep expertise in HRSD areas such as Employee Center, HR Case Management, Lifecycle Events, Knowledge, Document Management, and integrations.
- Deep expertise in CSM areas such as Case Management, Service Management, Customer/Consumer portals, Knowledge, Entitlements, SLAs, and omnichannel capabilities.
- Design, develop, and document scripted REST APIs for relevant business operations,



including secure authentication, error handling, versioning, and data validation.
- Build and review integrations with external HR, CRM, identity, and enterprise systems using REST APIs, Integration Hub, and Service Now best practices.
- Provide technical guidance on Service Now scripting, data models, security/ACLs, workflows/Flow Designer, testing, and deployment.
- Mentor internal teams and deliver clear technical documentation, solution walkthroughs, and knowledge-transfer sessions.

If interested, please send your resume and contact details to .

📌 Freelance ServiceNow HRSD & CSM SME (India)
🏢 IntelliAvance
📍 India