Sr. Manager, ServiceNow Optimization

About the role

BAE Systems is seeking an experienced Sr. Manager, ServiceNow Optimization, to join our HR Enablement team. This role will focus on configuring, optimizing, and enhancing our ServiceNow HR Service Delivery (HRSD) platform to deliver seamless, intelligent employee experiences. Key priorities include configuring and deploying a Virtual Agent, managing HRSD integrations (potentially with PeopleSoft HCM 9.2) via low-code tools, and collaborating closely with our IT team, including the Enterprise ServiceNow team, to ensure robust, enterprise-grade solutions.

Responsibilities

• Configure, optimize, and enhance ServiceNow HRSD & Employee Relations (ER) modules, including HR Case Management, Lifecycle Events, Knowledge Management, Document Management, ServiceNow Dashboards and other HR service delivery capabilities.
• Configure features using traditional ServiceNow capabilities (e.g., topics, decision trees, NLU intents/entities where applicable, scripts, utterances, and integrations) to enable conversational self-service for HR requests, routing, and basic automation.
• Gather, analyze, and document end-user requirements through structured sessions and workshops with stakeholders from the HR Resource Center, HR Centers of Expertise, and various business sectors to ensure solutions align with organizational needs.
• Design, build, and maintain low-code HRSD integrations, with specific experience integrating ServiceNow HRSD with PeopleSoft HCM 9.2 (e.g., employee profile synchronization, bi-directional data flows for job data, onboarding/offboarding events, and other HCM-HRSD touchpoints) using Integration Hub, spokes