Service Delivery (HRSD) Advisory & Employee Experience

Role Overview:

Do you love helping HR leaders imagine what a great employee experience could look like, and then helping them get there? As a Senior HR Advisor at Stridepath, you will be a trusted partner to CHROs, HR Operations, and HR Technology leaders as they shape the future of HR service delivery on ServiceNow. You will help organizations understand where they are today, define where they want to go, and build a thoughtful roadmap that brings people, process, technology, and AI together. You will do this across three of our service lines: ServiceNow HRSD Advisory, EmployeeWorks AI Advisory, and Innovation Services.

This role is ideal for someone who enjoys strategy, relationships, and new ideas, as much as the ServiceNow platform itself. You will bring an independent, candid perspective, help customers make confident decisions, and work alongside our delivery teams to turn great ideas into meaningful outcomes for employees.

What You Will Do:

1. ServiceNow HRSD Advisory Services

• Lead current-state reviews and Review & Recommend engagements across HR service delivery processes and the ServiceNow HRSD experience, including workflows, knowledge, Employee Center Pro, lifecycle events, integrations, and governance.

• Partner with HR leaders to shape the service delivery model: service tiers, case and topic structure, service levels, shared services, and intake channels.

• Bring leading practices for key employee moments such as onboarding, leave, and offboarding.

• Help customers define the right roles for core HCM platforms (such as Workday, Oracle, SAP SuccessFactors, or PeopleSoft) and ServiceNow HRSD, and identify opportunities to simplify the HR application landscape.

• Shape roadmaps and prioritized backlogs aligned with organizational priorities, major go-lives, and ServiceNow release cadences.

2. EmployeeWorks AI Advisory Services

• Help organizations move employees from "browse and search" to "ask and solve" by defining, designing, and guiding an AI-powered, conversational employee front door with EmployeeWorks.

• Assess AI readiness across data, knowledge, content, and governance, and help establish responsible AI practices, including human-in-the-loop controls.

• Identify and prioritize high-value AI use cases across HR, workplace, and enterprise services, balancing value, effort, and risk.

• Advise on AI value and consumption, aligning AI spend and token consumption with business impact.

• Guide organizational change management so employees and HR teams embrace new AI-powered experiences.

3. Innovation Services

• Explore emerging ServiceNow and AI capabilities, including agentic and autonomous workforce solutions, and help customers understand what they could mean for their organization.

• Facilitate design thinking and experience design sessions that bring new employee experience ideas to life.

• Shape proofs of concept and pilots that let customers test ideas quickly and learn before they scale.

• Collaborate with our innovation team to turn lessons learned from customer work into reusable frameworks, accelerators, and thought leadership.

Across All Three Service Lines

• Contribute your expertise to RFP responses, discovery conversations, and scoping workshops, helping translate customer goals into well-defined scope and level of effort inputs.

• Facilitate governance and continuous improvement conversations with customer leadership.

• Help define success criteria and KPIs, and share insights from service data to show the value being delivered.

Key Deliverables:

• Assessments: Current-state assessments and prioritized recommendations.

• Roadmaps: Multi-year roadmaps and prioritized backlogs sequenced to customer milestones and platform releases.

• AI Readiness and EmployeeWorks Strategy: AI readiness assessments, use case prioritization frameworks, and AI-powered employee front door roadmaps.

• Operating Model Guidance: Service delivery model, intake channel, and application landscape recommendations.

• Innovation Outcomes: Proofs of concept, pilot plans, and reusable frameworks that bring new ideas to life.

• Value Frameworks: KPI and success criteria frameworks that help customers measure what matters.

• Scoping Insights: Discovery findings and scoping inputs that support RFP responses and engagement planning.

The Impact You Will Help Customers Achieve:

Our advisors measure success by the outcomes their customers experience. In this role, you will help customers:

• Elevate the employee experience: Make it easier for employees to find answers and get help, reflected in improved employee satisfaction and self-service adoption through Employee Center.

• Increase HR efficiency: Shift routine inquiries to knowledge, automation, and AI so HR teams can spend more time on higher-value work, with measurable gains in case deflection and resolution times.

• Accelerate time to productivity: Create connected onboarding and transition experiences that help new hires and movers get up to speed faster.

• Realize more value from their ServiceNow investment: Turn underused licenses and capabilities into adopted, value-generating services, guided by a clear roadmap.

• Simplify the HR technology landscape: Retire redundant tools and clarify system roles, reducing cost, complexity, and duplicated effort.

• Adopt AI with confidence: Move from AI curiosity to responsible, governed use cases with clear business cases and measurable results.

• Strengthen trust, compliance, and data protection: Apply consistent processes and controls to sensitive HR data and employee case handling.

• Make better decisions with data: Use service insights and KPIs to spot trends, close process gaps, and show leadership the value HR delivers.

• Reduce delivery risk: Start engagements with well-defined scope and realistic plans, leading to fewer surprises and change orders and smoother go-lives.

What You Bring:

• Around 8 or more years of experience in HR operations, HR transformation, or HR technology, including meaningful hands-on experience with ServiceNow HRSD.

• Experience guiding customers through HRSD implementations, optimization efforts, or advisory engagements.

• Plan to acquire ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist - HR (CIS-HR) during first 180 days

• Familiarity with Employee Center Pro, Lifecycle Events, and Journeys.

• Hands-on experience with, or a strong interest in, EmployeeWorks (formerly Moveworks), Now Assist, and agentic AI. EmployeeWorks or ServiceNow AI certifications are a strong plus.

• A passion for innovation, with experience in design thinking, experience design, or shaping proofs of concept.

• Comfort building relationships with senior leaders and facilitating engaging workshops.

• A curious, collaborative mindset and the confidence to share a candid point of view in a supportive way.

• Willingness to travel as customer needs require, up to 50%.

Why Stridepath:

At Stridepath, we specialize in ServiceNow for employee workflows because we believe great employee experiences lead to better business outcomes. You will join a team of specialists who care about doing implementation right, value thoughtful change management, and are excited about bringing AI to HR in a responsible way.