S&P Global

Senior ServiceNow HRSD, Conversational AI Developer

S&P Global

full-time

Posted on:

Location Type: Office

Location: Hyderabad • 🇮🇳 India

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Job Level

Senior

Tech Stack

AngularAzureJavaScriptServiceNowSOAP

About the role

  • Design, configure, and customize ServiceNow applications using Business Rules, Script Includes, Client Scripts, UI Policies, and Catalog UI Scripts.
  • Utilize Flow Designer and Workflow Editor for automation and process orchestration.
  • Develop Scoped Applications and reusable components that follow ServiceNow best practices.
  • Maintain system performance, query optimization, and efficient script execution.
  • Build role-based access (ACLs) for HR data privacy and security.
  • Implement and enhance HR Case Management, HR Knowledge, HR Lifecycle Events, and Employee Document Management.
  • Configure HR Profiles, HR Templates, and Case Forms to match HR processes (onboarding, offboarding, payroll, leave, benefits).
  • Build HR Service Catalog items with guided forms, approval flows, and fulfillment tasks.
  • Implement document generation and e-signature integrations (DocuSign, Adobe Sign).
  • Configure and extend Agent Chat for HR service delivery, enabling seamless live HR interactions.
  • Design and implement Virtual Agent topics for common HR inquiries, integrated with HR cases and knowledge articles.
  • Configure Advanced Work Assignment (AWA) for routing chat requests to the right HR agents based on skills, availability, and capacity.
  • Personalize Employee Center / Service Portal to support chat, case deflection, and HR self-service.
  • Develop custom portal widgets using AngularJS, HTML, CSS, and ServiceNow APIs to enhance user experience.
  • Leverage Flow Designer to automate HR case lifecycle events, document generation, and notifications.
  • Create subflows, reusable actions, and spokes for HR processes and integrations.
  • Transition legacy Workflows into Flow Designer where applicable.
  • Integrate Flow Designer with IntegrationHub for orchestrating end-to-end HR processes.
  • Develop and maintain real-time and batch integrations between ServiceNow HRSD and external HR systems (Workday, Payroll, Identity Systems).
  • Build IntegrationHub Spokes and actions for seamless HR process automation.
  • Implement REST/SOAP APIs, JDBC, and File-based integrations as per business needs.
  • Ensure secure and compliant handling of PII data exchange during integrations.
  • Leverage ServiceNow Now Assist (GenAI) to enhance HR case deflection, knowledge article generation, and conversational search.
  • Configure and extend Virtual Agent with Generative AI to deliver natural language HR query resolution integrated with HR Knowledge and HR Cases.
  • Integrate with third-party AI solutions (e.g., Moveworks, Microsoft Copilot, enterprise AI chatbots) to provide a unified HR support experience.
  • Implement Predictive Intelligence for case categorization, assignment, and sentiment analysis to proactively improve HR service quality.
  • Enable AI-powered Agent Assist within HR Agent Workspace for knowledge suggestions, case summarization, and automated responses.

Requirements

  • Bachelor’s degree in Computer Science, Information Systems, or Engineering, or equivalent work experience.
  • Certified CAD and CIS-HRSD.
  • 5–7 years’ experience in ServiceNow configuration, development, and management.
  • Hands-on experience launching and managing HRSD and Integration services.
  • Mentor team members proactively, cultivating a collaborative and growth-focused atmosphere.
  • Offer guidance and support for professional development and technical expertise.
  • Lead initiatives to improve service delivery and operational efficiency while working with stakeholders to define requirements, suggest solutions, and drive implementation.
  • Demonstrable experience piloting and driving new modules and functionality.
  • Strong ServiceNow development and scripting skills in JavaScript.
  • Experience using ServiceNow Glide JavaScript libraries.
  • Experience with custom layouts using AngularJS.
  • Demonstrable experience in Scoped Application Development.
  • Ability to take initiative without explicit direction.
  • Strong interpersonal skills with the ability to work effectively in a cross-functional and multi-national team.
  • Proven ability to work independently and in a fast-paced, dynamic environment.
  • Excellent problem-solving skills and attention to detail.
  • Experience in integrating third-party applications with ServiceNow.
  • Experience with ServiceNow Now Assist for HRSD, Virtual Agent with Generative AI, and Predictive Intelligence.
  • Hands-on exposure to Generative AI APIs (OpenAI, Microsoft Azure OpenAI, Anthropic) for extending ServiceNow capabilities.
  • Understanding of AI governance, data security, and compliance when handling HR/PII data with AI tools.
  • Proven ability to evaluate AI-driven solutions and provide recommendations for adoption within HR service delivery.
Benefits
  • Health & Wellness: Health care coverage designed for the mind and body.
  • Flexible Downtime: Generous time off helps keep you energized for your time on.
  • Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
  • Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
  • Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in-class benefits for families.
  • Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
ServiceNow configurationServiceNow developmentJavaScriptAngularJSScoped Application DevelopmentREST APIsSOAP APIsIntegrationHubFlow DesignerPredictive Intelligence
Soft skills
mentoringcollaborationproblem-solvinginitiativeinterpersonal skillsindependenceattention to detailguidanceleadershipstakeholder engagement
Certifications
CADCIS-HRSD