12 years of ServiceNow experience, including strong hands-on expertise in both HR Service Delivery (HRSD) and Customer Service Management (CSM). Lead module discovery sessions and provide a clear end-to-end overview of capabilities, architecture, licensing considerations, and best practices. Assess current processes and recommend practical HRSD and CSM implementation or optimization roadmaps. Deep expertise in HRSD areas such as Employee Center, HR Case Management, Lifecycle Events, Knowledge, Document Management, and integrations. Deep expertise in CSM areas such as Case Management, Service Management, Customer/Consumer portals, Knowledge, Entitlements, SLAs, and omnichannel capabilities. Design, develop, and document scripted REST APIs for relevant business operations, including secure authentication, error handling, versioning, and data validation. Build and review integrations with external HR, CRM, identity, and enterprise systems using REST APIs, IntegrationHub, and ServiceNow best practices. Provide technical guidance on ServiceNow scripting, data models, security/ACLs, workflows/Flow Designer, testing, and deployment. Mentor internal teams and deliver clear technical documentation, solution walkthroughs, and knowledge-transfer sessions. If interested, please send your resume and contact details to
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