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



including secure authentication, error handling, versioning, and data validation.
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- Build and review integrations with external HR, CRM, identity, and enterprise systems using REST APIs, IntegrationHub, and ServiceNow best practices.
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- Provide technical guidance on ServiceNow scripting, data models, security/ACLs, workflows/Flow Designer, testing, and deployment.
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- Mentor internal teams and deliver explicit technical documentation, solution walkthroughs, and knowledge-transfer sessions.
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nIf interested, please send your resume and contact details to .

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