The Service Delivery Enablement team are responsible for designing how talent services reach employees—the workflows, systems, and knowledge that make work easier and less frustrating. We lead with human-centered design: every service starts with the employee experience. We operate with a product mindset: own it, measure it, improve it. There's meaningful work ahead—too much still relies on workarounds and institutional knowledge rather than intentional design. That's why this role exists.

You'll sit at the intersection of technology, workflow, and experience design—using ServiceNow not just to route tickets, but to remove friction. This role requires both design thinking and technical depth; you'll move fluidly between strategy and system configuration.

This is a role for someone who measures success by whether employees barely notice the system at all—because it just works. You're obsessed with elegant design, energized by messy problems, and love when something complex feels effortless.

Responsibilities Service Design & Continuous Improvement

• Apply human-centered design methods—journey mapping, service blueprinting, empathy mapping—to simplify workflows and reduce complexity
• Partner with teams across LinkedIn to onboard new services using a design-first approach
• Analyze service data to identify friction points and root causes—then translate findings into recommendations that inform priorities and roadmaps
• Identify patterns across services and recommend systemic improvements—not just point fixes
• Manage the service backlog with product discipline—prioritizing based on employee impact, effort, and strategic alignment

Platform Enablement & Technology

• Administer, configure, and optimize ServiceNow Human Resources Service Delivery (HRSD) workflows, case routing, and modules
• Identify opportunities to automate repetitive work or build tailored employee journeys through thoughtful system design
• Leverage out-of-the-box platform capabilities to simplify delivery and reduce unnecessary customization
• Troubleshoot issues and implement enhancements that increase adoption and usability
• Track and report on outcomes—usage, deflection, automation—with a focus on impact, not activity

Qualifications Basic Qualifications:

• 8+ years in service delivery or operations—with a track record of improving services, not just running them
• 3+ years hands-on experience configuring ServiceNow HRSD
• 2+ years demonstrated experience applying human-centered design or continuous improvement methods

Preferred Qualifications :

• Experience managing a backlog or portfolio of services with product discipline—prioritizing, defining success metrics, and shipping iteratively
• Fluency with tiered service models, knowledge management, and intelligent automation concepts
• Analytical rigor—you use data to surface problems and measure what matters
• Experience delivering services in a global, fast-moving, or tech-forward environment
• Hands-on exposure to AI or automation in service delivery—and a point of view on where it helps vs. creates new friction
• Technical depth beyond ServiceNow—experience with Workday, Alteryx, or similar platforms
• Experience operating in agile environments where you shipped iteratively, learned fast, and adapted
• The ability to communicate across technical and non-technical audiences—and build trust with both

Additional Information Suggested Skills:

• Service design mindset
• ServiceNow HRSD expertise
• Product thinking
• Systems thinking
• Data-informed decision making

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