Job Description

We are seeking a dynamic and meticulous ServiceNow Specialist to drive the design optimization and governance of HR Service Catalogue forms and HR case workflows within the ServiceNow HR Service Delivery platform This role combines functional expertise and analytics ensuring seamless employee experience and operational excellence across global HR services




Key Responsibilities




Service Catalogue Form


Lead the end to end design and enhancement of HR Service Catalogue forms in ServiceNow ensuring alignment with global HR policies and user experience standards


Collaborate with HR SMEs and platform developers to translate business requirements into scalable intuitive digital forms


Maintain governance over form logic field validations and dynamic behaviour to support accurate case creation and routing


Test SIT UAT and validate features to ensure they meet requirements with precision and quality




HR Case Management


Assist with delivery of HR cases resulting from record producer including case templates assignment rules SLAs and escalation paths


Partner with HR advisory teams to ensure cases are correctly categorised and resolved within defined timelines


Support regression testing during platform upgrades to maintain seamless functionality


Monitor case volumes and trends to identify opportunities for automation and continuous improvement


Support with resolving BAU HR tickets related to ServiceNow case management




Analytics and Reporting


Develop and maintain dashboards to track form usage case volumes resolution times and user satisfaction


Provide insights to leadership on service performance and recommend data driven enhancements


Support audit and compliance reporting related to HR case handling and data integrity




Agile Methodology


Experience with Scrum and Kanban frameworks to manage and deliver projects efficiently


Understanding of sprints sprint reviews and retrospectives to ensure continuous improvement


Strong emphasis on teamwork collaboration and effective communication within cross functional teams


Expertise in writing clear and concise user stories with acceptance criteria


Ability to prioritize and manage the product backlog and Jira demand effectively


Conducting regular refinement sessions to ensure user stories are well defined and ready for development


Skills in forecasting demand and planning resources accordingly


Managing own work and time and acting with autonomy to meet capacity and demand


Tracking and analyzing performance metrics to optimize demand


Proficiency in using Jira for tracking progress and managing tasks




Business Analysis


Proficiency in eliciting documenting and validating business requirements from stakeholders


Ability to create and analyze process maps to identify areas for improvement


Experience in managing relationships with stakeholders to ensure their needs are met




Stakeholder Engagement


Function as a key liaison between HR Services IT and platform governance teams


Facilitate workshops and take part in sprint planning sessions to prioritize backlog items and align on delivery timelines


Represent HR Services in cross functional forums related to digital transformation and employee experience

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.



Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.



Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.