Freelance ServiceNow HRSD & CSM SME

• 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 .