Hybrid HRIS Service Delivery Lead – ServiceNow HRSD

at Softcard (acquired by Google)

• Job title: HRIS Service Delivery Lead – ServiceNow HRSD
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ServiceNow
• Location requirements: Hybrid, Atlanta, United States

About the role

• HRIS Service Delivery Lead optimizing ServiceNow HRSD capabilities at Invesco. Leading HR technology initiatives and enhancing employee experience through digital solutions.

Responsibilities

• Translate HRSD product vision into clear, prioritized user stories and business requirements, ensuring alignment with organizational strategy and stakeholder priorities
• Partner with HR COEs and Operations to identify pain points, process gaps, and opportunities for digital enablement
• Facilitate workshops and feedback sessions to validate requirements, drive adoption, and influence change across HR and IT teams
• Research platform capabilities and industry trends to recommend enhancements aligned with HR strategy, proactively identifying opportunities for innovation and efficiency
• Lead testing, UAT coordination, and issue resolution with a focus on quality, compliance, and continuous improvement
• Collaborate with HRSD agents and employee-facing teams to promote best practices and improve service delivery
• Serve as a point of escalation for complex HRSD issues, providing guidance and resolution in partnership with technical and business teams
• Use Platform Analytics and other tools to generate actionable insights from HRSD usage data
• Develop dashboards and reports to monitor performance, inform decision-making, and present recommendations to senior HR leadership
• Lead HRSD upgrade planning and execution in partnership with technical teams, ensuring effective resource allocation and risk mitigation
• Create materials to support change management, training, and operational readiness, and oversee delivery to ensure successful adoption
• Collaborate with Knowledge Management and Content Strategy teams to ensure content is structured and user-friendly
• Represent HRSD in cross-functional forums and working groups, advocating for HRSD needs and best practices

Requirements

• 7+ years of experience in HR technology or HRIS, including 3+ years working with ServiceNow HRSD
• 3+ years in a lead, project owner, or cross-functional role
• Strong experience in Workday HCM with deep understanding of HR business processes and capabilities
• Ability to ensure seamless integration between Workday and ServiceNow HRSD to deliver streamlined workflows and an exceptional employee experience
• Strong understanding of HR operations, service delivery models, and employee experience
• Demonstrated ability to balance leadership and execution—willing to get into the weeds to solve problems and deliver results, while also guiding projects and collaborating across teams
• Excellent communication, facilitation, and stakeholder engagement skills
• Experience in agile environments (Scrum, Kanban); familiarity with Jira and Confluence
• Strong analytical and problem-solving skills, with a track record of driving process improvements
• Bachelor’s degree in Human Resources, Business Administration, Information Systems, or a related field
• Relevant certifications (e.g., ServiceNow CSA and CIS-HRSD) strongly preferred
• Demonstrated knowledge of Workday and/or other core HCM enterprise platforms; hands-on experience strongly preferred
• Comfortable working autonomously and proactively leading cross-functional collaboration to achieve shared goals

Benefits

• Flexible paid time off
• Hybrid work schedule
• 401(K) matching of 100% up to the first 6% with a discretionary supplemental contribution
• Health & wellbeing benefits
• Parental Leave benefits
• Employee stock purchase plan