Senior Specialist, ServiceNow HRSD Administrator

Job Description

The Opportunity 

Right now, over 70,000 of our employees are working to cure the world’s most complex diseases. We know that our people are the key to our success, which is why our Human Resources team works to attract, develop, retain and inspire our people so that they can learn, grow and make a true impact on the world. Together we collaborate to create a culturally rich, diverse organization ensuring we remain innovative, agile and flexible. 

Based in Hyderabad, this role sits within HR Operations, operating at the intersection of HR, technology, and digital enablement. As part of our growing Regional Capability Center, you will help build and scale the HR technology capabilities that support our global workforce—spanning platforms, data, automation, and emerging AI‑enabled solutions. 

Here, your work directly supports a diversified portfolio of prescription medicines, vaccines, and animal health products—while helping shape the future of how HR delivers value through data, automation, and intelligent systems. Your ideas matter, your expertise drives impact, and your contributions help multiply our company’s ability to deliver for patients, colleagues, and communities worldwide. 

About the Role  

Join our HR Technology team as a Senior Specialist focused on managing and supporting the Human Resources Service Delivery (HRSD) module within the ServiceNow platform. You will be responsible for maintaining the ServiceNow HRSD platform, including but not limited to, completing daily system configuration tasks, the performance and execution of HRSD processes, and the design and implementation of future enhancement and expansion opportunities within ServiceNow, ensuring that it meets HR business needs, supports efficient HR processes, and remains secure and compliant. The ideal candidate will be an accomplished HR team member with project or operational team experience working globally. 

What You Will Do 

• Solution Design: Assist in requirements gathering, design, development, and testing and maintenance of the ServiceNow HRSD Platform, including HR Case, Employee Center Pro, Virtual Assistant, and new HRSD modules and features, ensuring alignment with business requirements.  

• Configuration & Management: Configure, manage, and support HRSD modules such as HR Case Management and Knowledge Management. 

• Workflow & Process Administration: Administer and customize HRSD workflows, assignment rules, routing, notifications, and dashboards.  

• User & Access Management: Manage user roles, permissions, and access controls; ensure compliance with data privacy and security regulations. 

• Customization & Development: Develop and maintain HR service catalogs, HR case management processes, and automated workflows for HR operations. 

• Integration & Data Management: Support HRSD integration with other systems like Workday and identity management systems. 

• Support & Troubleshooting: Provide technical support to HR staff and end-users, troubleshoot system issues, and resolve queries promptly. 

• Collaboration: Work closely with HR, IT, and ServiceNow developers to implement custom solutions, enhancements, and best practices. 

• Demand Management: Support, assess, and manage new business requests, recommending alternative technical solutions to improve HRSD processes. 

• Collaboration: Partner closely with IT, HR Solutions leads, Global Centers of Excellence (COEs), Global Privacy Office, and HR Operations Teams. 

• Technical Troubleshooting: Apply technical expertise to resolve complex business problems independently and collaboratively. 

Required Qualifications 

• Experience/Education: Minimum 4 years of experience in HRIS, IT, or HR Operations with a bachelor’s degree, OR minimum 6 years of experience with a High School diploma. 

• ServiceNow HRSD Configuration: Minimum 2 years of experience with ServiceNow HRSD modules, preferably with Employee Center Pro and Virtual Agent, including implementation and administration. 

• Requirements Engineering: Experience translating end-user business requirements into technical system functionality and vice versa. 

• Technology Testing: Minimum 2 years leading or executing technology User Acceptance Testing (UAT) and end-to-end system testing. 

• Compliance: Demonstrated understanding of and appreciation for data privacy concepts and principles (e.g., importance of securing data at rest and in transit, ensuring data is used in a way that is consistent with the intended purpose). 

• Collaboration: Demonstrated ability to work within a team and collaborate. Ability to be hands-on and entrenched in the details when necessary. Ability to seek direction when needed as well as work independently, be self-directed with limited and / or an evolving set of available information. 

• Project Leadership: Experience leading projects within deadline-driven, fast-paced environments. 

• Environment: Proven experience managing multiple high-priority projects in deadline-driven environments. 

• Projects: Experience leading cross-functional projects both as an individual contributor and team member. 

• Communication: Proven experience presenting system capabilities and technical solutions to stakeholders. 

• Analysis: Demonstrated experience utilizing analytical skills to resolve complex business problems. 

• Process Improvement: Proven experience in business process analysis and identifying HRIS improvements. 

Preferred Qualifications 

• Service Certifications: ServiceNow Certified Implementation Specialist in HRSD. 

• Data and Analytics: Experience with utilizing data and analytics to measure value. 

• Project Management Frameworks: Familiarity working with Agile methodologies and project management frameworks. 

• Workday: Workday Experience 

• AI & Automation Aptitude: Demonstrated interest or exposure to AI-enabled HR solutions or intelligent automation tools; ability to identify opportunities for AI to improve HR processes and to partner with technical teams to pilot solutions 

• Change Management: Experience acting as a change agent and leading others through organizational or system changes. 

Required Skills:

Measurement Analysis, Portfolio, Programme, and Project Support, Program Management, Risk Management, Stakeholder Relationship Management, Waterfall Model

Preferred Skills:

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Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

06/11/2026

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