ServiceNow Implementation Specialist

Additional Information:

• Candidate MUST have current Certified Implementation Specialist (CIS)

Project Scope:

The consultant will work with DHR on the development, implementation, and integration or workflows of the ServiceNow™ Human Resources Service Delivery (HRSD) Applications Enterprise Package. Work products and outcomes will optimize the ServiceNow™ Human Resources Service Delivery (HRSD) Applications Package for the City and both active employees and active retiree access. Successful project completion will prioritize results focused on City-wide accessibility that is user friendly.

The selected resource will provide services on an as-needed basis for the development, implementation, and integration or workflows of the ServiceNow™ Human Resources Service Delivery (HRSD) Applications Enterprise Package. As-needed services may include one or more of the following tasks outline in the Scope of Work.

Roles/Responsibilities:

Task 1: Workflow Design & Development. Tasks performed in relationship to Workflow Design & Development shall include the following. Task 1 Deliverables:

Requirements Gathering: Collaborate with the City's stakeholders to understand the specific requirements for each workflow. This includes understanding business processes, identifying pain points, and recommending optimal workflow solutions.

Workflow Design: Create detailed workflow designs that define the flow of tasks, approvals, and notifications. This includes mapping out stages, decision points, and user roles. Review and design for integration with PeopleSoft and/or other 3rd party software as required by the City. Design will meet CCSF legal, regulatory, and/or administrative requirements or best practices.

ServiceNow Implementation: implement workflows within ServiceNow HR Service Delivery Professional, ensuring they integrate seamlessly with existing modules such as Employee Document Management, Lifecycle Events, Case and Knowledge Management, Employee Service Center, and any other modules that are part of the City's ServiceNow instance.

Automation of Processes: automate repetitive tasks within workflows to ensure improved efficiency. This includes approvals, notifications, task creation, and escalations.

Customizations: use ServiceNow's scripting (e.g., Business Rules, Script Includes, Client Scripts, etc.) to customize workflows as required to meet the City's needs.

Task 2: Workflow Testing. Tasks performed in relationship to the Workflow Testing shall include the following. Task 2 Deliverables:

Unit Testing: perform unit testing of each individual workflow to ensure that all components work as expected (e.g., task assignments, approvals, notifications).

System Testing: conduct system testing to ensure workflows are functioning across all relevant modules and systems. Work with the City's Project Manager and team to verify and validate all scenarios.

User Acceptance Testing (UAT) Support: support the agency in conducting UAT, ensuring the workflows meet business expectations and KPIs. The Contractor will troubleshoot and resolve any issues identified during UAT.

Task 3: Workflow Documentation & Implementation. Tasks performed in relationship to Workflow Documentation & Implementation shall include the following. Task 3 Deliverables:

Process Documentation: document each workflow, including a detailed explanation of how it functions, the roles involved, and how to modify or maintain the process in the future.

Technical Documentation: provide technical documentation any custom scripts, integrations, or complex logic used in workflows, ensuring the internal team can maintain and update the workflows independently

Task 4: Knowledge Transfer & Training. Tasks performed in relationship to Knowledge Transfer & Training shall include the following. Task 4 Deliverables:

Training Plan: develop a customized training plan based on the workflows developed. This plan will ensure that the internal team is proficient in managing and modifying the workflows as needed.

Training Sessions: conduct a series of training sessions, which may include:

Overview of ServiceNow Workflow Management

How to modify and maintain workflows

Debugging and troubleshooting workflows

Best practices for workflow creation and optimization

Reporting on workflow performance and KPIs

Q&A Sessions: hold dedicated Q&A sessions to address any concerns or questions the internal team may have regarding workflows, their maintenance, or future development.

Knowledge Transfer Documentation: provide all necessary documentation to the internal team, including step-by-step guides, checklists, and troubleshooting tips for workflow maintenance.

Task 5: Post-Deployment Support. Tasks performed in relationship to Post-Deployment Support shall include the following. Task 5 Deliverables:

Bug Fixes & Minor Adjustments: After deployment, provide a defined period of post-deployment support to address any minor issues or adjustments that may arise as the workflows are used in a live environment.

Ongoing Consultation: If needed, offer ongoing consultation on enhancements or changes to the workflows to support the evolving needs of DHR and the City.

Mandatory Qualifications / Skills:

Must have at least three (3) years of experience within the last five (5) years in the performance of services requested.

Must have active credential as a ServiceNow Certified Implementation Specialist (CIS), with evidence in form of Copy of Certification.

Must provide a high-level approach to the Scope of Work listed above.

Must provide two (2) Past Project Descriptions managed within the last five (5) years containing the following details:

Similar Size and Scope: Each project must be of the type and scope of services specified in this JD.

Client name

Project name

Project scope summary

Dates when the project was performed

Project costs (approximate budget/value)

Role and responsibilities in the project

Performance on delivering the project on schedule and on budget

Staff members who worked on the project (Team Size)

Contact reference name

Contact Email

Contact Phone #