Techno-Functional Consultant - ServiceNow HRSD [T500-27473]

About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

This opportunity is part of the Global Technology Enterprise Products & Platforms (EPP) team, focused on Enterprise Service Management (ESM) and the continued evolution of ServiceNow Human Resources Service Delivery (HRSD) capabilities. The role helps deliver scalable, secure, employee-centric digital workflows by modernizing how employees access HR support, knowledge, services, and lifecycle experiences across the enterprise.

The Manager, Technical Product Management - ESM HRSD Pod is a product delivery owner for a development and configuration pod responsible for ServiceNow HR Service Delivery capabilities. This role leads end-to-end product development, configuration, enhancement delivery, and production support across capabilities such as Employee Center, HR case and knowledge management, employee service request experiences, lifecycle events, document management, workflow automation, and AI-enabled employee experience capabilities. The leader partners across product, engineering, architecture, platform operations, HR stakeholders, security, and business teams to translate needs into scalable, supportable solutions while maintaining privacy, usability, operational readiness, and measurable outcomes.

This position reports to the Director, Technical Product Management and works closely with platform engineering, architecture, delivery, and business partners across the ESM ecosystem.

Responsibilities & Accountabilities:

Product Strategy, Ownership, and Roadmap:

• Own the ServiceNow HRSD pod roadmap and backlog, aligning priorities to enterprise service management goals, employee experience strategy, HR service needs, compliance expectations, and platform direction.
• Partner with HR, employee services, security, legal, data, and shared platform stakeholders to define product vision, target outcomes, success measures, and a sequenced delivery plan.
• Drive adoption of out-of-the-box capabilities where practical, while making thoughtful extension decisions that support scalability, maintainability, governance, and upgrade readiness.

Development and Configuration Pod Leadership:

• Lead a hands-on pod responsible for configuration, development, enhancement delivery, and support across Employee Center, HR case and knowledge management, lifecycle events, document workflows, and related employee experience capabilities.
• Translate business and service requirements into clear epics, features, user stories, acceptance criteria, and configuration outcomes that guide design, build, test, release, and support activities.
• Provide day-to-day leadership to the pod, removing blockers, managing priorities, escalating risks, and ensuring delivery commitments are met with quality, control, and speed.

Employee Experience and HR Service Enablement:

• Lead delivery of employee-facing HR service experiences that improve how employees find answers, submit requests, track work, and complete HR-related tasks through intuitive self-service channels.
• Drive HR case and knowledge management capabilities that improve inquiry resolution, standardize fulfillment, reduce manual effort, and strengthen service consistency.
• Partner with HR and platform teams to improve service design, routing, content quality, and the overall employee experience across high-volume and high-impact HR services.

Lifecycle Events, Workflows, and Document Management:

• Lead configuration and enhancement of lifecycle event workflows that support moments that matter such as onboarding, offboarding, transfers, role changes, and other cross-functional employee journeys.
• Support secure document-related capabilities and process automation that improve fulfillment efficiency, reduce manual handling, and strengthen auditability and policy adherence.
• Ensure workflows are designed to coordinate effectively across HR, IT, facilities, security, and other partners involved in employee lifecycle activities.

Operational Excellence, Privacy, and Governance:

• Ensure strong operational support for delivered capabilities, including defect management, issue triage, root cause analysis, release readiness, documentation, and service performance monitoring.
• Balance business demand, privacy requirements, data sensitivity, technical debt, platform guardrails, and operational risk when making prioritization and design decisions.
• Use KPIs and service measures to monitor backlog health, delivery performance, case trends, knowledge effectiveness, employee experience outcomes, and adoption, then convert insights into prioritized improvements.

Cross-Functional Partnership and Team Development:

• Collaborate closely with architects, platform teams, scrum leaders, QA, security, data, integration, and HR partners to ensure designs are compliant, reusable, supportable, and aligned to enterprise standards.
• Build a high-performing pod culture grounded in agile ways of working, accountability, continuous improvement, and strong partnership across product, engineering, and service teams.
• Coach team members on product management discipline, backlog quality, configuration standards, testing rigor, release planning, and outcome-based delivery.

Qualifications:

Basic Qualifications:

• 8+ years of experience in technical product management, ServiceNow product ownership, platform delivery, or a related field with a Bachelor’s degree, or 6+ years of relevant experience with a Master’s degree.
• Demonstrated experience leading or managing delivery for ServiceNow HR Service Delivery, employee service workflows, case management, knowledge management, lifecycle events, or related platform capabilities in a complex enterprise environment.
• Strong understanding of ServiceNow platform capabilities, product lifecycle management, agile delivery methods, and production support for development and configuration teams.
• Proven ability to translate business, employee service, operational, and compliance needs into product roadmaps, prioritized backlogs, functional requirements, and actionable delivery plans.
• Experience leading cross-functional teams and working collaboratively with HR, business partners, architects, engineers, QA, security, data, and operations teams to deliver outcomes.
• Hands-on experience with configuration-driven delivery, release planning, issue triage, root cause thinking, and continuous improvement practices.
• Experience using data, metrics, and customer feedback to make prioritization decisions, improve adoption, strengthen service quality, and measure product success.
• Strong communication, storytelling, negotiation, influencing, and problem-solving skills with the ability to lead through complexity and ambiguity.
• Experience working with privacy, governance, controls, and secure design principles in an enterprise platform environment.
• Willingness and ability to live the McDonald’s values every day: Serve, Inclusion, Integrity, Community, and Family.

Preferred Qualifications:

• Deep functional knowledge of ServiceNow HRSD capabilities such as Employee Center, HR case and knowledge management, lifecycle events, document management, employee journeys, and virtual agent or AI-enabled employee experiences.
• Hands-on experience with ServiceNow HRSD configuration and delivery across employee-facing services, case workflows, knowledge experiences, lifecycle event orchestration, document-related processes, and service automation.
• Experience leading a pod or product team responsible for both new development and ongoing support of enterprise HR service delivery capabilities.
• Knowledge of HR data sensitivity, role-based access, security-aware solution design, and governance practices required to protect confidential employee information.
• Experience collaborating with HR, employee services, legal, security, and cross-functional operational teams to redesign workflows, improve employee experiences, reduce manual work, and strengthen policy adherence.
• Ability to provide thought leadership on ServiceNow HRSD roadmaps, platform opportunities, employee experience improvements, service standardization, and continuous improvement priorities.
• Experience working in product-centric organizations and applying strong agile product ownership, backlog management, and release management practices.
• Preferred certifications include ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist - Human Resources, and Certified Application Developer (CAD). CAD is a plus for candidates expected to support hands-on prototyping, workflow design, and configuration collaboration.
• Experience with Jira, Confluence, Azure DevOps, or similar tools supporting agile delivery, backlog management, and documentation.
• Strong bias for practical delivery, service quality discipline, governance-minded configuration, and delivering business value through scalable employee experience solutions.