ServiceNow Functional Configuration Consultant

Overview:
Join our Global People Comms Technology team as a ServiceNow Functional Configuration Support Specialist. Reporting to the Director, People Comms Delivery, you will play a pivotal role in implementing, maintaining, and optimizing ServiceNow and related HR technology platforms. You’ll collaborate with stakeholders to identify business needs, configure solutions, and drive adoption of innovative technology to enhance colleague experience.

Key Responsibilities

ServiceNow Module Expertise:

• Configure and support ServiceNow HR Service Delivery (HRSD) modules, including Case and Knowledge Management and HR Agent Workspace.

• Assist with configuration and support for additional modules (e.g., Employee Relations, Employee Communities, Performance Analytics, and Virtual Agent).

Platform Configuration & Optimization:

• Lead the implementation, configuration, and ongoing support of ServiceNow modules, ensuring alignment with business requirements and best practices.

• Develop and maintain workflows, business rules, UI policies, and catalog items.

• Ensure data integrity, security, and compliance within ServiceNow and integrated systems, in alignment with legal and regulatory requirements.

Reporting & Analytics:

• Create and maintain custom reports, dashboards, and Performance Analytics within ServiceNow to support business insights and decision-making.

Training & Support:

• Provide training and support to HR and business teams on ServiceNow functionality and best practices.

• Develop user guides and documentation for end users and administrators.

Continuous Improvement:

• Monitor and evaluate ServiceNow system performance, identifying opportunities for optimization and improvement.

• Stay abreast of the latest advancements in ServiceNow, HR technology, and emerging technologies such as AI and Machine Learning.

Project Leadership:

• Lead configuration, testing, and implementation of system upgrades and projects.

• Assist with impact assessments, regression testing, and communication plans for ServiceNow changes.

Collaboration:

• Partner with internal customers to enhance cyclical HR activities and troubleshoot issues or opportunities.

• Work closely with technical teams to support integrations, data migrations, and automation initiatives.

Required Qualifications:

• Bachelor’s degree in HR, Information Technology, Computer Science, or a related field.

• 4+ years of hands-on technical configuration and implementation experience with ServiceNow and other HR/business technology platforms.

• Experience working in a large global organization and delivering solutions under tight timelines.

• Proven ability to handle sensitive and confidential information in compliance with data privacy standards.

• Demonstrated technical, strategic, and consultative skills, with the ability to develop forward-thinking solutions to address complex problems and risks.

• Experience with project management, human-centered design principles, and change management approaches in support of technology initiatives.

• Persuasive communication and influencing skills across cross-functional internal and external stakeholders.

• Strong analytical and problem-solving abilities, with a focus on continuous improvement and innovation.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or Implementation Specialist (HRSD, ITSM) preferred.

• Experience with other HRIS or ITSM platforms (e.g., Workday, ADP, JIRA, Salesforce) is an asset.

• Experience supporting a Service Center Environment.

• Experience working in an agile environment is an asset.

• Micro-certifications in Predictive Intelligence, Virtual Agent, or Performance Analytics are beneficial.

• Exceptional customer service, communication, and relationship-building skills.

• Strong technical acumen, logic, judgment, and decision-making.

• Initiative and willingness to build skills in new areas.

• Solid understanding of data analysis and interpretation.

• Demonstrated consulting experience and ability to influence.

• Commitment to ethics, data privacy, and compliance policies.

When you join our team:

• We’ll empower you to learn and grow the career you want. 

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. 

• As part of our global team, we’ll support you in shaping the future you want to see.

#LI-Hybrid

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact [email protected] for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [email protected] for more information about U.S.-specific paid time off provisions.