HRIS Service Delivery Lead – ServiceNow HRSD
Softcard (acquired by Google)
full-time
Posted on:
Location Type: Hybrid
Location: Atlanta • Texas • United States
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Job Level
Tech Stack
About the role
- Translate HRSD product vision into clear, prioritized user stories and business requirements, ensuring alignment with organizational strategy and stakeholder priorities
- Partner with HR COEs and Operations to identify pain points, process gaps, and opportunities for digital enablement
- Facilitate workshops and feedback sessions to validate requirements, drive adoption, and influence change across HR and IT teams
- Research platform capabilities and industry trends to recommend enhancements aligned with HR strategy, proactively identifying opportunities for innovation and efficiency
- Lead testing, UAT coordination, and issue resolution with a focus on quality, compliance, and continuous improvement
- Collaborate with HRSD agents and employee-facing teams to promote best practices and improve service delivery
- Serve as a point of escalation for complex HRSD issues, providing guidance and resolution in partnership with technical and business teams
- Use Platform Analytics and other tools to generate actionable insights from HRSD usage data
- Develop dashboards and reports to monitor performance, inform decision-making, and present recommendations to senior HR leadership
- Lead HRSD upgrade planning and execution in partnership with technical teams, ensuring effective resource allocation and risk mitigation
- Create materials to support change management, training, and operational readiness, and oversee delivery to ensure successful adoption
- Collaborate with Knowledge Management and Content Strategy teams to ensure content is structured and user-friendly
- Represent HRSD in cross-functional forums and working groups, advocating for HRSD needs and best practices
Requirements
- 7+ years of experience in HR technology or HRIS, including 3+ years working with ServiceNow HRSD
- 3+ years in a lead, project owner, or cross-functional role
- Strong experience in Workday HCM with deep understanding of HR business processes and capabilities
- Ability to ensure seamless integration between Workday and ServiceNow HRSD to deliver streamlined workflows and an exceptional employee experience
- Strong understanding of HR operations, service delivery models, and employee experience
- Demonstrated ability to balance leadership and execution—willing to get into the weeds to solve problems and deliver results, while also guiding projects and collaborating across teams
- Excellent communication, facilitation, and stakeholder engagement skills
- Experience in agile environments (Scrum, Kanban); familiarity with Jira and Confluence
- Strong analytical and problem-solving skills, with a track record of driving process improvements
- Bachelor’s degree in Human Resources, Business Administration, Information Systems, or a related field
- Relevant certifications (e.g., ServiceNow CSA and CIS-HRSD) strongly preferred
- Demonstrated knowledge of Workday and/or other core HCM enterprise platforms; hands-on experience strongly preferred
- Comfortable working autonomously and proactively leading cross-functional collaboration to achieve shared goals
Benefits
- Flexible paid time off
- Hybrid work schedule
- 401(K) matching of 100% up to the first 6% with a discretionary supplemental contribution
- Health & wellbeing benefits
- Parental Leave benefits
- Employee stock purchase plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
HR technologyHRISServiceNow HRSDWorkday HCMHR business processesagile methodologiesprocess improvementsdata analyticsdashboard developmentUAT coordination
Soft Skills
communicationfacilitationstakeholder engagementleadershipproblem-solvingcollaborationchange managementinfluencingautonomystrategic alignment
Certifications
ServiceNow CSACIS-HRSD