Job Description

Role: HR ServiceNow Consultant

Duration: 1 Year, renewable

Location: KL, Malaysia

Engage a highly experienced manager-level ServiceNow HR module expert to serve as the key focal point for all bug fixes, change requests, enhancements, and improvement initiatives related to HR case management and knowledge base. This includes advanced configuration of record producers, service catalogues, dashboards, knowledge base, workflow solutions, and analytics.

The role will also coordinate user acceptance testing (UAT) across units, provide inquiry and training support, and ensure first-time issue resolution and continuous improvement of HR ServiceNow capabilities.

Feasible Scope of Work

HR ServiceNow modules in scope: Case Management, Knowledge Base, Service Catalogue, Dashboards, Workflow Engine

Estimated number of breakfixes and enhancements: average 30 items per month

Coordination with 2-4 service units for UAT and training

Focus on high-impact issues and enhancements that improve user experience, resolution time, and reporting accuracy

Deliverables:

UAT coordination plans and execution completions

Issue log and resolution tracker for all breakfixes

Enhancement proposals and implementation plans

Configured ServiceNow components (record producers, workflows, dashboards, catalogues)

Training materials and inquiry support documentation

Case analytics and dashboard reports

Final summary report with recommendations and sustainability roadmap

All deliverables must be editable and accessible for future internal updates

Methodology

:

Agile or hybrid project management approach

Recurring checkpoints with HR stakeholders

Collaborative workshops with HR units

Root cause analysis for recurring issues

Continuous improvement loop based on analytics and feedback

Documentation of all configurations and changes for audit and compliance

Requirements:

Proven expertise in ServiceNow HR Service Delivery module

Advanced configuration experience with record producers, workflows, dashboards, and catalogues

Strong understanding of HR case management processes and analytics

Experience coordinating UAT and training across multiple units

Ability to resolve issues independently and drive first-time resolution

Excellent documentation and stakeholder communication skills

No conflict of interest; independent consultant or internal manager preferred

Job Type: Contract
Contract length: 12 months

Pay: RM1,677.30 - RM15,109.06 per month

Benefits:

Health insurance
Application Question(s):

How many years of experience in ServiceNow HR Service Delivery module? What is your current salary? What is your expected salary? What is your notice period in days?
Work Location: In person