Service Delivery Advisory – Employee Experience

This is a fully remote position, open to applicants in Florida.

📋 Description

• Lead evaluations of existing processes and conduct Review & Recommend engagements for HR service delivery operations and ServiceNow HRSD.

• Collaborate with HR leaders to develop service delivery models that encompass service tiers, case and topic structures, service levels, shared services, and intake channels.

• Introduce best practices for onboarding, leave management, offboarding, and other significant employee experiences.

• Establish suitable roles for core HCM platforms and ServiceNow HRSD while spotting opportunities to streamline the HR application environment.

• Create roadmaps and prioritized backlogs that align with organizational goals, go-lives, and the cadence of ServiceNow releases.

• Define and oversee AI-driven conversational interfaces for employee engagement via EmployeeWorks.

• Evaluate AI preparedness in terms of data, knowledge, content, and governance, and set up responsible AI practices.

• Identify and rank high-impact AI use cases across HR, workplace, and enterprise services.

• Provide advice on the value of AI, its consumption, expenditure, and token usage concerning business outcomes.

• Guide organizational change management initiatives for AI-enhanced employee experiences.

• Investigate emerging capabilities in ServiceNow and AI, including agentic and autonomous workforce solutions.

• Lead design thinking and experience design workshops.

• Develop proofs of concept and pilot projects while collaborating on reusable frameworks, accelerators, and thought leadership initiatives.

• Contribute to RFP responses, discovery discussions, and scoping workshops.

• Facilitate governance and ongoing improvement discussions with customer leadership.

• Establish success criteria and KPIs, utilizing service data to showcase the value provided.

• Deliver assessments, multi-year roadmaps, AI readiness strategies, operational model guidance, innovation outcomes, value frameworks, and scoping insights.

⛳️ Requirements

• A minimum of 8 years of experience in HR operations, HR transformation, or HR technology, with substantial hands-on experience with ServiceNow HRSD.

• Proven experience guiding clients through HRSD implementations, optimization projects, or advisory roles.

• Commitment to obtaining ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist - HR (CIS-HR) within the first 180 days.

• Familiarity with Employee Center Pro, Lifecycle Events, and Journeys.

• Direct experience with or a strong interest in EmployeeWorks (formerly Moveworks), Now Assist, and agentic AI.

• Certifications in EmployeeWorks or ServiceNow AI are highly desirable.

• Background in design thinking, experience design, or developing proofs of concept.

• Ability to build relationships with senior leadership and lead engaging workshops effectively.

• A curious and collaborative mindset, with the confidence to express candid perspectives in a constructive manner.

• Willingness to travel as needed by customers, up to 50%.

• Must be authorized to work in the United States; a sponsorship inquiry is included in the application.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional development and continuous learning.

• Collaborative and innovative work environment.