People Technology Service and Experience Senior Product Specialist

Job Title: People Technology Service and Experience Senior Product Specialist Company: Mott MacDonald SAP Module: SAP SUCCESSFACTORS Roles & Responsibilities: Mott MacDonald is a global engineering, management, and development consultancy committed to delivering impactful work that shapes the future. We are proud to be part of an ever-changing global industry, delivering transformative work that’s defining our future. It’s our people who power that performance. As an employee-owned business, we invest in creating a space for everyone to feel safe and valued and empowered with the right tools and support. Job Description We are creating a new Group People Technology function to provide clear ownership, expertise and direction across the technology that supports our global People services. Reporting to the People Technology Service & Experience Product Manager, you will collaborate with Project Managers, People teams, business regions, IT, technical specialists and external delivery partners. You will bring strong knowledge of ServiceNow, particularly HR Service Delivery, across capabilities such as case management, service catalogue, knowledge, self-service, lifecycle events and workflow automation. This is a hands-on product delivery role. You will lead discovery and requirements workshops, challenge solution-led requests, shape service and functional designs, complete authorised configuration, coordinate testing and releases, investigate incidents and defects and deliver service improvements. You will also help design joined-up People services and lifecycle journeys involving other functions, while those functions remain responsible for their own services and activities. You will maintain the configuration, design, testing, release and operational documentation required for governance, auditability, service continuity and future change. Through direct delivery, partner challenge, knowledge transfer and continuous learning, you will strengthen internal capability and reduce unnecessary reliance on external partners. Although primarily aligned to People Service & Experience, you may support other People Technology domains where demand, resilience, holiday cover or development priorities require. Key responsibilities * Act as a senior subject-matter specialist for ServiceNow HR Service Delivery, bringing strong platform knowledge, leading practices and service insight into business and delivery decisions. * Take ownership of assigned changes from discovery through design, configuration, testing, release, operational handover and early-life support, maintaining appropriate traceability, documentation and evidence throughout the lifecycle. * Analyse People services, processes, user journeys, case-management requirements, service-catalogue structures, knowledge needs, workflows, roles, permissions and integrations to shape effective end-to-end solutions. * Support the development of consistent global People services and ways of working, simplifying, standardising and automating processes while recognising legitimate regional and regulatory requirements. * Configure and improve Employee Centre and digital service experiences, service-catalogue, case-management, knowledge, employee and manager self-service and workflow capabilities, including forms, record producers, routing, assignment, approvals, notifications, service levels and supporting metadata. + Coordinate functional, regression and user-acceptance testing and support product and vendor-release cycles, including impact assessment, business readiness, deployment, operational handover and post-release review. + Create and maintain configuration workbooks, requirements, service and functional designs, workflow and service-catalogue records, test evidence, release artefacts, operating procedures and product knowledge, ensuring documentation remains aligned to the live platform and supports auditability, continuity and future change. + Monitor product health, service and workflow performance, adoption and usability, identifying opportunities to improve configuration, simplify services, increase automation and deliver greater business value. + Work confidently with support and implementation partners, reviewing and constructively challenging designs, configuration, testing, documentation and delivery outputs, while ensuring effective knowledge transfer and reducing unnecessary partner dependency. + Maintain and develop relevant ServiceNow expertise through product learning, release awareness, practical delivery and appropriate certification, sharing knowledge to improve resilience across the team. + Support the future development of colleague-listening and experience-management capabilities, including Qualtrics, translating feedback and journey insight into actionable service and product improvements. + Partner with the Foundation team and architecture, security, data, integration and Microsoft product teams to support effective integration between ServiceNow, SAP SuccessFactors, OpenText, Microsoft products and other enterprise technologies. + Support other People Technology domains where demand, resilience, holiday cover or development priorities require, while maintaining accountability for assigned Service & Experience responsibilities. + Strong understanding of HR service delivery, case management, service catalogues, knowledge management, employee and manager self-service, workflow automation, lifecycle events and related People services. + Confidence working with business stakeholders, Product Managers, Project Managers, technical specialists and third-party partners, including constructively challenging proposed designs, configuration, testing outputs and documentation. + Ability to contribute across adjacent People Technology capabilities when demand, resilience, holiday cover or development priorities require. + ServiceNow Certified Implementation Specialist: Human Resources + Other relevant ServiceNow implementation, application-development or workflow certification Work Location: Bengaluru, India Availability: Full time

+ Contribute to the Service & Experience People Technology Community, working with regional stakeholders, super users and champions to gather insight, strengthen adoption and improve effective use of the portfolio. + Strong hands-on experience with ServiceNow HR Service Delivery, including practical configuration, functional or service design, testing and controlled platform-change delivery. + Experience leading discovery, requirements and solution-shaping workshops, keeping stakeholders focused on business problems, service needs and desired outcomes rather than predetermined technology solutions. + Ability to translate business and service requirements into clear service designs, functional requirements, workflow designs, configuration decisions and acceptance criteria. + Experience assessing incidents, defects, service issues, enhancements and optimisation opportunities, including impact analysis, root-cause investigation and recommendations, together with experience coordinating product and vendor-release cycles. + Experience configuring ServiceNow lifecycle events or orchestrating employee journeys involving People, IT, Security, Facilities, Learning, identity and access, equipment or background-screening activities. + Experience integrating ServiceNow with SAP SuccessFactors, OpenText, Microsoft products or other enterprise platforms. + Experience delivering change through internal teams, blended delivery teams and partner-led arrangements. + Experience supporting global People services while balancing global standards with regional, regulatory and operational requirements. + Experience contributing across multiple People Technology products, platforms or functional domains. Qualifications & Certifications: Desirable + Qualtrics or comparable experience-management certification Service and Experience Design + ITIL Foundation or higher certification + Service-design qualification + Journey-mapping, user-experience or human-centred-design qualification Our benefits package is designed to enhance your experience: Employment Compliance Requirement As part of our global compliance requirements, all candidates must hold a valid Right to Work (RTW) document in India, which will be verified during the recruitment process. Key Skills: SAP SuccessFactors Salary: INR 581750 - 704000 per yearly