ServiceNow HRSD Engagement Lead

About the role

The Human Capital Manager will join the Defense and Security Segment (D&S) – Homeland Security & Law Enforcement (HSLE) Practice Area, supporting initiatives aligned to modernizing ServiceNow HR solutions for federal clients.

Responsibilities

• Guide and support a team delivering a ServiceNow Human Resources Service Delivery (HRSD) implementation, working closely with client stakeholders to transform HR operations, improve employee experience, and modernize service delivery through digital solutions.
• Lead and advise clients, oversee project execution, and lead day-to-day delivery activities to ensure successful implementation of ServiceNow HRSD capabilities.
• Manage agile teams, coordinate with functional and technical stakeholders, and drive alignment between HR business needs and platform solutions.
• Lead the end-to-end delivery of a ServiceNow HRSD implementation, including planning, design, configuration, testing, and deployment.
• Oversee HR process transformation efforts, including case management, employee lifecycle events, knowledge management, and employee self-service.
• Drive alignment between HR business processes and ServiceNow HRSD capabilities, ensuring scalable and user-centric solutions.
• Manage and coordinate across functional HR, technical, and integration teams.
• Analyze and redesign HR processes to improve efficiency, automation, and service quality.
• Serve as a trusted advisor to HR leadership and program sponsors, providing strategic and operational guidance.
• Facilitate workshops, working sessions, and design discussions with client stakeholders.
• Manage day-to-day client interactions, including status reporting, risk management, and stakeholder communications.
• Oversee project deliverables, timelines, and team performance, ensuring alignment with client expectations.
• Lead development of briefings, presentations, white papers, and executive communications.
• Identify risks and issues and drive mitigation strategies across the implementation lifecycle.
• Support coordination across stakeholders, vendors, and internal teams to ensure successful delivery.

Requirements

• Ability to obtain and maintain a Federal Public Trust clearance (Active Public Trust preferred).
• US Citizenship is contractually required for this role.
• Bachelor’s degree in a related field (Master’s degree preferred).
• TEN (10) or more years of experience in human capital, HR transformation, or HR technology.
• FIVE (5) or more years of experience supporting or implementing ServiceNow, with a focus on HRSD or enterprise service management.
• Demonstrated experience leading or supporting HRSD or HR technology implementations.
• Experience working with federal HR environments and workforce policies.
• Strong understanding of HR service delivery models, including case management, shared services, and employee experience.
• Proven experience managing teams, deliverables, and client relationships in a consulting or implementation environment.
• Ability to translate business requirements into system-enabled HR solutions.

Qualifications

• Ability to obtain and maintain a Federal Public Trust clearance (Active Public Trust preferred).
• US Citizenship is contractually required for this role.
• Bachelor’s degree in a related field (Master’s degree preferred).
• TEN (10) or more years of experience in human capital, HR transformation, or HR technology.
• FIVE (5) or more years of experience supporting or implementing ServiceNow, with a focus on HRSD or enterprise service management.
• Demonstrated experience leading or supporting HRSD or HR technology implementations.
• Experience working with federal HR environments and workforce policies.
• Strong understanding of HR service delivery models, including case management, shared services, and employee experience.
• Proven experience managing teams, deliverables, and client relationships in a consulting or implementation environment.
• Ability to translate business requirements into system-enabled HR solutions.

Skills

• Experience leading ServiceNow HRSD implementations, including Employee Center, Lifecycle Events, and automation capabilities.
• ServiceNow certifications, such as: Certified System Administrator (CSA) and HRSD Implementation Specialist (CIS-HR).
• Experience integrating ServiceNow with enterprise HR systems (Workday, SAP, Oracle, etc.).
• Familiarity with employee experience tools, including Virtual Agent and AI capabilities (e.g., Now Assist).
• Experience supporting federal HR modernization or digital transformation initiatives.
• Strong consulting experience with federal or public sector clients.
• Excellent communication skills, both written and verbal, across all levels of an organization.
• Strong analytical and problem-solving skills.
• Ability to lead multiple tasks simultaneously, prioritize work, and meet deadlines in a fast-paced, dynamic environment.
• Experience with data analysis and reporting tools (e.g., Power BI, Tableau).
• Experience redesigning processes to meet evolving business and mission requirements.

Benefits

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace. Benefits Include Medical, Rx, Dental & Vision Insurance, Personal and Family Sick Time & Company Paid Holidays, Position may be eligible for a discretionary variable incentive bonus, Parental Leave and Adoption Assistance, 401(k) Retirement Plan, Basic Life & Supplemental Life, Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts, Short-Term & Long-Term Disability, Student Loan PayDown, Tuition Reimbursement, Personal Development & Learning Opportunities, Skills Development & Certifications, Employee Referral Program, Corporate Sponsored Events & Community Outreach, Emergency Back-Up Childcare Program, Mobility Stipend.

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