Technical Product Manager - ServiceNow ITSM & HRSD

About CloudLabs:

CloudLabs Inc was founded in 2014 with the mission to provide exceptional IT & Business consulting services at a competitive price, to help clients realize the best value from their investments. Within a short span, CloudLabs evolved from pure-play consulting into a transformative partner for Business Acceleration Advisory, Transformative Application Development & Managed Services - enabling digital transformations, M&A transitions, Automation & Process-driven optimizations & complex Integration initiatives for enterprises across the globe. As a Strategic Planning & Implementation Partner for global companies, CloudLabs has seen a 200% uptake in winning high-value, high-impact and high-risk projects that are critical for the business.

With offices in the US, Canada, & India and with the team of 250+ experienced specialists, CloudLabs is now at an inflection point and ready for its next curve of progress.

Please write & follow us here:

Website: cloudlabsit.com

LinkedIn: CloudLabs Inc

Email us: info@cloudlabsit.com

What we offer:

• We welcome candidates rejoining the workforce after career break/parental leave and support their journey to reacclimatize too corporate.
• Flexible remote work.
• Competitive pay package.
• Attractive policy, medical insurance benefits, industry leading training.
• Opportunity to work remotely is available.

Experience Required: Minimum

• 7+ years of ServiceNow experience, with strong hands-on technical expertise and significant HRSD experience.

Job Location: India

Job Type: Remote

Required Qualifications:

• 7+ years of ServiceNow experience, with strong hands-on technical expertise and significant HRSD experience.
• Deep knowledge of ServiceNow HRSD and strong understanding of ITSM.
• Strong ServiceNow configuration, scripting, workflow, integration/API, security, and troubleshooting skills.
• Experience translating complex HR/business requirements into scalable ServiceNow solutions.
• Understanding of AI/GenAI, intelligent automation, or agentic solutions and the ability to identify practical enterprise use cases.
• Strong communication and stakeholder-management skills with the ability to work across technical and business teams in a global environment.

Position Summary

We are seeking a highly technical ServiceNow HRSD Technical SME / Technical Product Manager to join our HRIT organization. This role requires deep hands-on expertise in ServiceNow Human Resources Service Delivery (HRSD), along with strong knowledge of IT Service Management (ITSM).

The ideal candidate will combine technical solution leadership with product ownership, partnering with HR, ServiceNow platform teams, developers, architects, and business stakeholders to design scalable solutions, drive platform roadmap and priorities, and continuously improve employee and service-delivery experiences.

A key focus of the role will also be helping the organization evaluate, adopt, and scale ServiceNow AI, GenAI, automation, and agentic capabilities, including the development of AI agents across HRSD and ITSM.

Key Responsibilities

ServiceNow Technical Leadership:

• Serve as a technical SME for ServiceNow HRSD and ITSM, providing hands-on solution design, configuration, troubleshooting, and technical guidance.
• Lead solutions across HR Case Management, HR Services, Employee Center, Service Catalog, Knowledge, workflows, routing, notifications, security, integrations, etc.,
• Provide technical expertise across ITSM processes including Incident, Request, Problem, Change, Knowledge, SLA, and Service Catalog Management.
• Review and guide ServiceNow configurations and development including Flow Designer, Business Rules, Client Scripts, Script Includes, ACLs, APIs, IntegrationHub, Import Sets, Transform Maps, and automation.
• Partner with enterprise HR platforms such as SAP SuccessFactors and integration teams to ensure reliable end-to-end data and process flows.

Technical Product Management:

• Help define and execute the ServiceNow HR roadmap, balancing business priorities, platform strategy, technical debt, innovation, and user experience.
• Partner with stakeholders and development teams through discovery, design, backlog refinement, sprint planning, testing, release, and adoption.
• Evaluate enhancement requests based on business value, technical feasibility, scalability, maintainability, and platform standards.

AI, Automation & Agentic Solutions:

• Identify and prioritize opportunities to apply ServiceNow AI, GenAI, automation, and AI agents across HRSD and ITSM.
• Design, prototype, configure, and help implement AI agents and agentic workflows to improve employee self-service and HR/IT service delivery.
• Explore AI use cases such as case/ticket intake, classification and routing, summarization, knowledge discovery, recommended responses/actions, request fulfillment, and support automation.
• Drive AI opportunities from concept and proof of concept through pilot, production adoption, and continuous improvement.
• Partner with security, architecture, privacy, data governance, and business stakeholders to promote responsible AI adoption, particularly when employee and HR data are involved.
• Define and monitor measures for AI adoption and value, including user experience, productivity, automation effectiveness, accuracy, and reduction of manual effort.

Preferred Qualifications:

• ServiceNow relevant HRSD/ITSM implementation certifications.
• Experience integrating ServiceNow with enterprise HR platforms such as SAP SuccessFactors.
• Experience implementing ServiceNow AI, Virtual Agent, GenAI, intelligent automation, or AI agent solutions.
• Knowledge of ITIL practices and experience working within HRIT or enterprise HR technology environments.