We are looking for an experienced ServiceNow HRSD Adoption Lead to drive the adoption, optimization and continuous improvement of ServiceNow HR Service Delivery (HRSD) across HR service teams.

The role will act as a key interface between HR business requirements, process design, ServiceNow technical teams, Product Owners and deployment teams. The position will support APAC cross-process activities and selected global Workforce Management topics.

The successful candidate will have strong hands-on experience with ServiceNow HRSD Case Management, Service Catalog, Workflow and Task Management, Knowledge Management, reporting and dashboards, combined with proven experience in change management, user adoption, UAT and stakeholder engagement.

Key Responsibilities

ServiceNow HRSD Adoption & Change Management

- Drive adoption of ServiceNow HRSD capabilities across HR agents, HR Business Partners, managers and employees.
- Act as the primary contact for HRSD-related topics within the assigned service area.
- Identify adoption barriers, user pain points and opportunities to improve system usage.
- Support change management, communication, training and capability-building activities.
- Monitor HRSD usage and adoption and recommend corrective actions.
- Promote standard, scalable and out-of-the-box HRSD solutions.
- Support regional and global HR digital transformation initiatives.

ServiceNow HRSD Functional Responsibilities
- Demonstrate hands-on knowledge of ServiceNow HRSD Service Catalog and Service Request setup.
- Work with Case Management, Task Management and Workflow Management.
- Support optimization of HR services, workflows and employee service processes.
- Collaborate with Knowledge Management teams to promote Knowledge as a Service and improve case deflection.




- Identify opportunities to leverage AI and automation for case handling and routine HR tasks.
- Challenge unnecessary customizations and promote standard ServiceNow functionality.

Business Requirements & Stakeholder Management
- Gather and document business requirements from HR service teams and stakeholders.
- Evaluate change requests and perform impact assessments.
- Challenge requirements where appropriate and identify scalable alternatives.
- Prepare requirement documentation, process flows and mock-ups.
- Partner with Product Owners and Process Communities to align requirements with global standards.
- Identify and coordinate resolution of system bugs and issues.
- Support legal-entity onboarding and regional rollout activities.
- Build strong relationships with Product Owners, Process Communities, HR Service teams and business stakeholders.

UAT & Testing
- Lead and coordinate complex User Acceptance Testing (UAT) activities.
- Prepare and coordinate test scenarios and test cases.
- Manage tester participation and monitor testing progress.
- Track defects, coordinate resolution and ensure successful retesting.
- Work closely with Test Management and Product Owners.
- Perform UAT for reporting and HRSD enhancement requirements when required.

Reporting & Dashboards
- Configure and maintain ServiceNow HRSD reports and dashboards hands-on.
- Develop operational reports aligned with global reporting standards.
- Set up and manage scheduled reports.
- Analyze operational data to identify trends,



adoption gaps and optimization opportunities.
- Monitor and report SLA performance.
- Support regional management dashboards and promote their use by HR service leaders.
- Provide ad-hoc HRSD reports and data analysis to management.
- Train managers and service teams on HRSD reporting and dashboard capabilities.

Continuous Improvement
- Identify process optimization opportunities using operational data, user feedback and service-team insights.
- Drive simplification, harmonization and standardization of HR processes.
- Identify opportunities to improve employee and HR-agent experience.
- Support continuous improvement of HR service delivery processes.
- Collaborate with global teams to align regional solutions with the HRSD roadmap.

Essential Skills
- 3+ years of hands-on ServiceNow HRSD experience.
- Strong understanding of HR processes and HR Service Delivery / HR Shared Services.
- Hands-on experience with:

- ServiceNow HRSD Case Management

- Service Catalog

- Service Request Management

- Task Management

- Workflow Management

- Knowledge Management
- Hands-on experience configuring reports and dashboards.
- Experience with scheduled reports and operational data analysis.
- Solid business requirement gathering and documentation skills.
- Experience with impact assessment and stakeholder requirement validation.
- Hands-on experience with UAT planning, coordination, testing and defect management.
- Experience in change management, system adoption, user training and capability building.
- Strong stakeholder engagement and influencing skills.
- Ability to identify optimization opportunities and drive simplification and harmonization.
- Ability to manage complex situations and work across multiple stakeholder groups.

📌 ServiceNow HRSD Adoption Lead (Hyderabad)
🏢 Undisclosed
📍 Hyderabad