People Technology Service and Experience Senior Product Specialist

Key responsibilities

• Work with global, regional and functional stakeholders to understand service challenges, business problems, user needs and desired outcomes, ensuring discussions remain focused on the need rather than a predetermined technology solution. Lead discovery, requirements and solution-shaping workshops, translating business and service requirements into clear options, service designs, functional requirements, workflow designs and acceptance criteria. Act as a senior subject-matter specialist for ServiceNow HR Service Delivery, bringing strong platform knowledge, leading practices and service insight into business and delivery decisions. Deliver authorised ServiceNow configuration, administration, enhancements, workflow improvements and optimisation within agreed access, security, data-protection, change-control and segregation-of-duties requirements. Take ownership of assigned changes from discovery through design, configuration, testing, release, operational handover and early-life support, maintaining appropriate traceability, documentation and evidence throughout the lifecycle. Analyse People services, processes, user journeys, case-management requirements, service-catalogue structures, knowledge needs, workflows, roles, permissions and integrations to shape effective end-to-end solutions. Support the development of consistent global People services and ways of working, simplifying, standardising and automating processes while recognising legitimate regional and regulatory requirements. Configure and improve Employee Centre and digital service experiences, service-catalogue, case-management, knowledge, employee and manager self-service and workflow capabilities, including forms, record producers, routing, assignment, approvals, notifications, service levels and supporting metadata. Design and configure HRSD lifecycle events, coordinating with other functions where journeys include activities such as IT provisioning, identity and access, equipment, Security, Facilities, Learning or background screening, while those functions remain accountable for their own services. Apply service-design, journey-mapping and experience-design practices to simplify employee and manager interactions and improve end-to-end service outcomes. Assess incidents, defects, service issues, enhancements and optimisation opportunities, investigating root causes and recommending appropriate resolutions or improvements. Coordinate functional, regression and user-acceptance testing and support product and vendor-release cycles, including impact assessment, business readiness, deployment, operational handover and post-release review. Create and maintain configuration workbooks, requirements, service and functional designs, workflow and service-catalogue records, test evidence, release artefacts, operating procedures and product knowledge, ensuring documentation remains aligned to the live platform and supports auditability, continuity and future change. Monitor product health, service and workflow performance, adoption and usability, identifying opportunities to improve configuration, simplify services, increase automation and deliver greater business value. Work confidently with support and implementation partners, reviewing and constructively challenging designs, configuration, testing, documentation and delivery outputs, while ensuring effective knowledge transfer and reducing unnecessary partner dependency. Maintain and develop relevant ServiceNow expertise through product learning, release awareness, practical delivery and appropriate certification, sharing knowledge to improve resilience across the team. Contribute to the Service & Experience People Technology Community, working with regional stakeholders, super users and champions to gather insight, strengthen adoption and improve effective use of the portfolio. Support the future development of colleague-listening and experience-management capabilities, including Qualtrics, translating feedback and journey insight into actionable service and product improvements. Partner with the Foundation team and architecture, security, data, integration and Microsoft product teams to support effective integration between ServiceNow, SAP SuccessFactors, OpenText, Microsoft products and other enterprise technologies. Support other People Technology domains where demand, resilience, holiday cover or development priorities require, while maintaining accountability for assigned Service & Experience responsibilities. Candidate Specification : Essential Strong hands-on experience with ServiceNow HR Service Delivery, including practical configuration, functional or service design, testing and controlled platform-change delivery. Strong understanding of HR service delivery, case management, service catalogues, knowledge management, employee and manager self-service, workflow automation, lifecycle events and related People services. Experience leading discovery, requirements and solution-shaping workshops, keeping stakeholders focused on business problems, service needs and desired outcomes rather than predetermined technology solutions. Ability to translate business and service requirements into clear service designs, functional requirements, workflow designs, configuration decisions and acceptance criteria. Experience taking ownership of ServiceNow changes from analysis and design through configuration, testing, release, operational handover and post-implementation review. Experience configuring and improving HRSD capabilities such as case management, record producers, service catalogues, forms, routing, assignment rules, workflows, notifications, approvals, knowledge and lifecycle events. Experience assessing incidents, defects, service issues, enhancements and optimisation opportunities, including impact analysis, root-cause investigation and recommendations, together with experience coordinating product and vendor-release cycles. Experience producing and maintaining configuration workbooks, functional and service designs, workflow documentation, service-catalogue records, test evidence, release artefacts, operating procedures and product knowledge. Confidence working with business stakeholders, Product Managers, Project Managers, technical specialists and third-party partners, including constructively challenging proposed designs, configuration, testing outputs and documentation. Ability to deliver authorised configuration and improvements while observing security, access, data-protection, change-control and segregation-of-duties requirements. Commitment to maintaining deep ServiceNow expertise through practical delivery, release awareness, relevant learning or certification and active knowledge sharing. Ability to contribute across adjacent People Technology capabilities when demand, resilience, holiday cover or development priorities require. Desirable Experience configuring ServiceNow lifecycle events or orchestrating employee journeys involving People, IT, Security, Facilities, Learning, identity and access, equipment or background-screening activities. Experience designing or improving global service catalogues, service taxonomies, case-management models or knowledge-management frameworks. Experience applying service design, experience design, journey mapping, user-experience or human-centred-design practices to improve employee and manager services. Experience with Qualtrics or comparable colleague-listening, survey or experience-management platforms. Experience integrating ServiceNow with SAP SuccessFactors, OpenText, Microsoft products or other enterprise platforms. Experience delivering change through internal teams, blended delivery teams and partner-led arrangements. Experience supporting global People services while balancing global standards with regional, regulatory and operational requirements. Experience working with super users, champion networks, communities of practice or a People Technology Community to support feedback, knowledge sharing and adoption. Experience using agile, iterative or structured change and release-management practices. Experience contributing across multiple People Technology products, platforms or functional domains. Qualifications & Certifications: Desirable Product and Platform ServiceNow Certified System Administrator ServiceNow Certified Implementation Specialist: Human Resources Other relevant ServiceNow implementation, application-development or workflow certification Qualtrics or comparable experience-management certification Service and Experience Design ITIL Foundation or higher certification Service-design qualification Journey-mapping, user-experience or human-centred-design qualification Knowledge-management qualification Flexible working At Mott MacDonald, we support our staff to create work-life balance which works for them and welcome candidates looking for career flexibility. We are open to discussing flexible working at interview stage. Our benefits package is designed to enhance your experience: Agile working Critical illness and compassionate leave Paternity Leave Group term life insurance, and Group medical insurance coverage Career mobility options Short and Long-term global employment opportunities Global collaboration and knowledge sharing Employment Compliance Requirement As part of our global compliance requirements, all candidates must hold a valid Right to Work (RTW) document in India, which will be verified during the recruitment process. Acceptable documents include a Passport, Voter ID, or Birth Certificate. By applying, you confirm that you can provide valid documentation if and when required.