Support Specialist - Remote / Telecommute

We are looking for Support Specialist - Remote / Telecommute for our client in Santa Clara CA.

Job Title: Support Specialist - Remote / Telecommute

Job Location: Santa Clara CA

Job Type: Contract

Job Overview:

Pay Range: $65hr - $70hr

Requirement/Must Have:

• Bachelor s degree in Human Resources, Business, Information Systems, or related field.
• 8-10 years of HR experience, with strong knowledge of HR service delivery models.
• 4+ years of experience implementing or working with ServiceNow HRSD.
• Strong understanding of HR Case Management, HR Knowledge Management, Lifecycle Events, and HR data privacy and compliance.
• Proven experience in HR process design, optimization, and change enablement.
• Excellent communication, facilitation, and stakeholder engagement skills.
• Ability to translate business needs into structured user stories or functional specifications.

Responsibilities:

• Lead client workshops to gather HR requirements, pain points, and objectives.
• Analyze current-state HR processes (e.g., onboarding, offboarding, leave, employee relations, HR case management) and define future-state solutions using ServiceNow HRSD.
• Design and document business process flows, service catalogs, knowledge articles, and case templates.
• Map business requirements to HRSD capabilities including Case and Knowledge Management, Employee Service Center, Lifecycle Events, Document Management, Universal Request, and Employee Journey Management (if applicable).
• Collaborate with ServiceNow developers to translate functional requirements into user stories and test cases.
• Guide configuration decisions (e.g., topic/category design, lifecycle events, COEs).
• Support user acceptance testing (UAT) and change management for HR users.
• Provide thought leadership on HR shared services, employee experience, and digital HR transformation.
• Stay up to date on HR compliance standards (e.g., HIPAA, GDPR) and how they affect solution design.
• Drive platform adoption through stakeholder education, enablement, and process documentation.

Nice to Have:

• CSA and CAD certifications with ITSM.
• Certification on ServiceNow HRSD Implementation Specialist.
• CTA or CMA certifications are good to have.
• Experience working in a consulting or HR transformation environment.
• Familiarity with Agile/Scrum methodologies and ServiceNow implementation approaches.
• Experience with integrations between ServiceNow and HCM systems (e.g., Workday, SuccessFactors, UKG, Oracle & Payroll systems).
• Exposure to global HR operations and multilingual/multi-region HR service delivery.

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities