{"id":4312425,"url":"https://alion.io/job/hcltech-senior-technical-support-specialist-22","title":"Senior Technical Support Specialist","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Santa Clara, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"HIPAA","optional":false},{"name":"ServiceNow","optional":false},{"name":"Agile","optional":true},{"name":"ITSM","optional":true},{"name":"Scrum","optional":true}],"status":"live","first_seen_at":"2026-11-14T12:51:45Z","employer_posted_date":"2026-11-14","last_verified_at":"2026-11-14T12:51:45Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\nPosition Summary:\nWe are seeking an experienced Human Resource Business Process Consultant with deep knowledge of HR\noperations and ServiceNow HR Service Delivery (HRSD). In this role, you will partner with clients and internal teams\nto analyze, design, and implement optimized HR processes using the ServiceNow platform. You’ll serve as the bridge\nbetween HR functional teams and technical developers, ensuring solutions are aligned with HR best practices,\ncompliance requirements, and user experience expectations.\nKey Responsibilities:\nLead client workshops to gather HR requirements, pain points, and objectives.\nAnalyze current-state HR processes (e.g., onboarding, offboarding, leave, employee relations, HR case\nmanagement) and define future-state solutions using ServiceNow HRSD.\nDesign and document business process flows, service catalogs, knowledge articles, and case templates.\nMap business requirements to HRSD capabilities including:\no Case and Knowledge Management\no Employee Service Center\no Lifecycle Events\no Document Management\no Universal Request\no Employee Journey Management (if applicable)\nCollaborate with ServiceNow developers to translate functional requirements into user stories and test\ncases.\nGuide configuration decisions (e.g., topic/category design, lifecycle events, COEs).\nSupport user acceptance testing (UAT) and change management for HR users.\nProvide thought leadership on HR shared services, employee experience, and digital HR transformation.\nStay up to date on HR compliance standards (e.g., HIPAA, GDPR) and how they affect solution design.\nDrive platform adoption through stakeholder education, enablement, and process documentation.Required Qualifications:\nBachelor’s degree in Human Resources, Business, Information Systems, or related field.\n8+years of HR experience, with strong knowledge of HR service delivery models.\nStrong understanding of:\no HR Case Management\no HR Knowledge Management\no Lifecycle Events\no HR data privacy and compliance\nProven experience in HR process design, optimization, and change enablement.\nExcellent communication, facilitation, and stakeholder engagement skills.\nAbility to translate business needs into structured user stories or functional specifications.\nPreferred Qualifications:\nMust have CSA and CAD certifications with ITSM.\nCertification on ServiceNow HRSD Implementation Specialist.\nCTA or CMA certifications are good to have\nExperience working in a consulting or HR transformation environment.\nFamiliarity with Agile/Scrum methodologies and ServiceNow implementation approaches.\nExperience with integrations between ServiceNow and HCM systems (e.g., Workday, SuccessFactors, UKG,\nOracle & Payroll systems ).\nExposure to global HR operations and multilingual/multi-region HR service delivery.\nPlease find the important areas which need to be covered:\n1. Case Management (COE, COE Security Policies, HR Criteria, HR Service, Assignment and Matching Rule,\nand all other features)\n2. Knowledge Management\n3. Virtual Agent + Live Chat (Advanced Work Assignment)\n4. Agent Workspace\n5. Upgrade/Clone/Deployment\n6. Backend/Frontend Developments7. Reporting and Dashboard\n8. Translations (UI and Data)\n9. Automated Test Framework\n10. HR Lifecycle Events\nKey Responsibilities\n1. Case Management (COE, COE Security Policies, HR Criteria, HR Service, Assignment and Matching Rule,\nand all other features)\n2. Knowledge Management\n3. Virtual Agent + Live Chat (Advanced Work Assignment)\n4. Agent Workspace\n5. Upgrade/Clone/Deployment\n6. Backend/Frontend Developments7. Reporting and Dashboard\n8. Translations (UI and Data)\n9. Automated Test Framework\n10. HR Lifecycle Events\nSkill Requirements\nRequired Qualifications:\nBachelor’s degree in Human Resources, Business, Information Systems, or related field.\n8-10 years of HR experience, with strong knowledge of HR service delivery models.\n4+ years of experience implementing or working with ServiceNow HRSD.\nStrong understanding of:\no HR Case Management\no HR Knowledge Management\no Lifecycle Events\no HR data privacy and compliance\nProven experience in HR process design, optimization, and change enablement.\nExcellent communication, facilitation, and stakeholder engagement skills.\nAbility to translate business needs into structured user stories or functional specifications.\nPreferred Qualifications:\nMust have CSA and CAD certifications with ITSM.\nCertification on ServiceNow HRSD Implementation Specialist.\nCTA or CMA certifications are good to have\nExperience working in a consulting or HR transformation environment.\nFamiliarity with Agile/Scrum methodologies and ServiceNow implementation approaches.\nExperience with integrations between ServiceNow and HCM systems (e.g., Workday, SuccessFactors, UKG,\nOracle & Payroll systems ).\nExposure to global HR operations and multilingual/multi-region HR service delivery.\nOther Requirements\nRequired Qualifications:\nBachelor’s degree in Human Resources, Business, Information Systems, or related field.\n8-10 years of HR experience, with strong knowledge of HR service delivery models.\n4+ years of experience implementing or working with ServiceNow HRSD.\nStrong understanding of:\no HR Case Management\no HR Knowledge Management\no Lifecycle Events\no HR data privacy and compliance\nProven experience in HR process design, optimization, and change enablement.\nExcellent communication, facilitation, and stakeholder engagement skills.\nAbility to translate business needs into structured user stories or functional specifications.\nPreferred Qualifications:\nMust have CSA and CAD certifications with ITSM.\nCertification on ServiceNow HRSD Implementation Specialist.\nCTA or CMA certifications are good to have\nExperience working in a consulting or HR transformation environment.\nFamiliarity with Agile/Scrum methodologies and ServiceNow implementation approaches.\nExperience with integrations between ServiceNow and HCM systems (e.g., Workday, SuccessFactors, UKG,\nOracle & Payroll systems ).\nExposure to global HR operations and multilingual/multi-region HR service delivery.","description_format":"text","description_chars":6054,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","Systems Integrators","Engineering 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