SME - ServiceNow, IT Service Management
India
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Job Description
SME - ServiceNow, IT Service Management
Noida, Uttar Pradesh

Job Summary

ServiceNow Employee Works (HRSD/WSD) L3 SME

Role Summary

The ServiceNow Employee Works L3 SME will act as the technical and functional lead for Employee Experience modules, including HRSD and Workplace Service Delivery (WSD). The role is responsible for solution design, complex issue resolution, enhancements, integrations, governance, and platform optimization.

Key Technical Skills

  • ServiceNow HRSD and Workplace Service Delivery (WSD)
  • Employee Center / Employee Portal
  • HR Case Management
  • Lifecycle Events (Onboarding, Offboarding, Transfers)
  • Workplace Case Management and Reservations
  • Service Catalog and Record Producers
  • Flow Designer and Workflow Automation
  • Integration Hub and REST/SOAP APIs
  • Workday Integration
  • Business Rules, Client Scripts, Script Includes
  • ACLs, Security, Roles and Groups
  • Knowledge Management
  • Reporting and Dashboards
  • ServiceNow Upgrade and Release Management

Key Responsibilities

  • Own technical design and architecture of Employee Works solutions.
  • Provide L3 support for critical incidents and complex issues.
  • Lead enhancements, configuration changes, and new feature deployments.
  • Review integrations with Workday and other enterprise applications.
  • Ensure platform performance, security, and compliance.
  • Mentor L1/L2 teams and administrators.
  • Participate in CAB, governance meetings, and solution reviews.
  • Drive continuous improvement and automation initiatives.

Experience

  • 8+ years of ServiceNow experience.
  • Minimum 4+ years in HRSD/WSD or Employee Experience modules.
  • ServiceNow HRSD certification preferred.

Key Responsibilities

Key Responsibilities

  • Own technical design and architecture of Employee Works solutions.
  • Provide L3 support for critical incidents and complex issues.
  • Lead enhancements, configuration changes, and new feature deployments.
  • Review integrations with Workday and other enterprise applications.
  • Ensure platform performance, security, and compliance.
  • Mentor L1/L2 teams and administrators.
  • Participate in CAB, governance meetings, and solution reviews.
  • Drive continuous improvement and automation initiatives.

Skill Requirements

Key Technical Skills

  • ServiceNow HRSD and Workplace Service Delivery (WSD)
  • Employee Center / Employee Portal
  • HR Case Management
  • Lifecycle Events (Onboarding, Offboarding, Transfers)
  • Workplace Case Management and Reservations
  • Service Catalog and Record Producers
  • Flow Designer and Workflow Automation
  • Integration Hub and REST/SOAP APIs
  • Workday Integration
  • Business Rules, Client Scripts, Script Includes
  • ACLs, Security, Roles and Groups
  • Knowledge Management
  • Reporting and Dashboards
  • ServiceNow Upgrade and Release Management

Other Requirements

Experience

  • 8+ years of ServiceNow experience.
  • Minimum 4+ years in HRSD/WSD or Employee Experience modules.
  • ServiceNow HRSD certification preferred.
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.