The ServiceNow Implementation Contractor will support a large-scale ServiceNow rollout from planning through go-live and hypercare. This role combines User Acceptance Testing (UAT), training development and delivery, implementation coordination, documentation management, and basic ServiceNow administration functions.

We're looking for a ServiceNow implementation contractor to support our system rollout from planning through go-live. The role will lead and coordinate user acceptance testing, including building and executing test scripts and tracking defects to resolution. They'll also develop and deliver end user and administrator training materials, and support the overall administrative and operational tasks tied to implementation, like documentation, coordinating with stakeholders, and tracking project milestones. Ideal candidates have hands-on ServiceNow configuration or admin experience, strong attention to detail for testing, and solid communication skills for training delivery.

Duties
User Acceptance Testing (UAT)

Develop UAT plans, test scenarios, and detailed test scripts aligned to business requirements
Coordinate and facilitate UAT sessions with business users and stakeholders
Execute test scripts, log defects, and track issues through resolution and retest
Report on UAT progress, pass/fail rates, and readiness for go-live

Training and Enablement

Create end-user guides, quick reference sheets, and administrator documentation
Develop training materials and job aids tailored to different user groups
Deliver live or virtual training sessions and support knowledge transfer
Gather feedback and update training content as the platform evolves

Implementation Operations and Administration

Support day-to-day implementation activities, including task tracking, status updates, and milestone management
Maintain project documentation such as requirements, test results, decision logs, and release notes
Coordinate between developers, process owners, and business stakeholders to keep work moving
Assist with change management activities, communications, and go-live readiness checklists
Provide hypercare support during and after launch, triaging user questions and issues

ServiceNow Platform Support

Perform basic configuration and administrative tasks as needed (e.g., user and group setup, form and workflow validation, catalog or ticket testing)
Validate that configurations, integrations, and workflows work as designed in non-production and production environments
Escalate technical issues to the development team with clear reproduction steps

Experience
HR Ops preferred

Education
High school or GED

Top Skills:

1. ServiceNow Administration / Configuration Experience

Minimum 2+ years of ServiceNow administration or implementation support experience
User and group management experience
Form validation experience
Workflow testing experience
Service catalog management and testing experience
Experience supporting system implementations from testing through production deployment

2. User Acceptance Testing (UAT)

End-to-end UAT lifecycle experience
Experience creating and executing test scripts
Defect tracking and issue management experience
Retesting and validation of resolved defects
Experience coordinating testing activities with business stakeholders

3. Training & Change Enablement

Experience developing user guides and job aids
Knowledge transfer and end-user support experience
Experience delivering virtual and/or instructor-led training
Ability to communicate technical processes to non-technical audiences
Experience supporting adoption and go-live readiness activities

Preferred Experience

HR Operations or HR Systems experience
Healthcare industry experience
ServiceNow implementation project experience
Go-live and hypercare support experience
Experience working with cross-functional business and technical teams
This role is heavily focused on implementation execution, testing, training, and go-live support rather than long-term ServiceNow platform administration.

Notes:
Candidates must be available to work 8:30 AM - 5:00 PM EST
Fully remote (never coming onsite)