Technical Consultant

About NIIT

NIIT is a leading Skills and Talent Development Corporation that is building a manpower pool for global industry requirements. The company, which was set up in 1981 to help the nascent IT industry overcome its human resource challenges, today ranks among the world’s leading training companies owing to its vast yet comprehensive array of talent development programs. With a footprint across 40 nations, NIIT offers training and development solutions to Individuals, Enterprises, and Institutions.

Link to our LinkedIn page: https://www.linkedin.com/company/niitmts/mycompany/

Link to our website: https://www.niit.com/en/learning-outsourcing/

Contract Duration: 6- 12 Months (Possible extension)

Job Description: ServiceNow HRSD Consultant

Role Purpose

Our client — a global financial services organisation — is running an enterprise Learning transformation program. As part of this, their existing ServiceNow environment (used today for general HR case management) needs to be extended to support Learning-specific workflows: request intake, routing, case management, and tracking.

This is a hands-on technical configuration role. You’ll work closely with the program’s Learning Technology Lead and a process design team to translate approved future-state process designs into a working ServiceNow build — not to redesign the process itself, but to determine how it’s actually configured and delivered in the platform.

Key Responsibilities

• Configure and enhance a ServiceNow HR Service Delivery (HRSD) environment to support learning request intake, routing, and case management workflows.
• Translate approved future-state process designs into ServiceNow workflow configuration, form design, and routing logic.
• Align workflow configuration with the program’s service catalogue and SLA framework.
• Build and configure case types covering core learning request scenarios: content development/change requests, learner support and help-desk queries, and general learning-related intake.
• Partner with the Workday Learning technical team to define and implement integration touchpoints between ServiceNow and Workday Learning (e.g. request handoff, status sync, tracking).
• Support System Integration Testing (SIT) and User Acceptance Testing (UAT) for all ServiceNow-side configuration, including defect triage and remediation.
• Produce configuration documentation, technical specifications, and operational handover materials.
• Support post-go-live hypercare and stabilisation activities.

Explicitly Out of Scope

• General ServiceNow ITSM configuration outside the Learning use case.
• Core HCM configuration or enterprise-level security/role administration within Workday.
• Process design or re-engineering — this role implements approved designs; it doesn’t create them.

Required Experience & Skills

• Minimum 4–6 years of hands-on ServiceNow configuration experience, with demonstrated work on the HR Service Delivery (HRSD) module specifically — general ITSM-only experience is not sufficient for this role.
• Proven experience configuring case management workflows: intake forms, routing/assignment logic, SLA definitions, and escalation paths.
• Experience integrating ServiceNow with third-party or enterprise platforms (API-based integration experience strongly preferred; prior Workday integration experience is a plus but not mandatory).
• Familiarity with translating business process maps (BPMN or similar) into system configuration.
• ServiceNow certifications preferred: Certified System Administrator (CSA) required; Certified Implementation Specialist – HRSD strongly preferred.
• Prior experience in a client-facing consulting or systems integrator environment, ideally on HR technology or learning technology transformation programs.
• Financial services, insurance, or other regulated-industry experience is a plus.
• Strong written documentation skills — this role will produce configuration specs and handover documentation for client review.

NIIT is an equal opportunity employer. We evaluate qualified applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Thanks & Regards

NIIT GS Team