Experience: 3 to 10 years
Location: Alabang, Muntinlupa City
Shift: Night shift
Key Responsibilities:
- Handle and resolve incidents, service requests, and HR cases
- Perform break‑fixes, minor enhancements, and configuration updates
- Maintain platform performance, stability, and governance standards
- Support release cycles, upgrades, and testing activities
- Configuration & Enhancements
- Configure: workflows, Flow Designer, UI policies, business rules, notifications, integrations
- Support ITSM processes (Incident, Problem, Change, Request, Knowledge)
- Drive HRSD features: Case Management, Knowledge, Lifecycle Events, Employee Center, HR Agent Workspace
- Build and maintain dashboards, PA reports, KPIs, KRIs, and performance metrics
- Support integrations with systems like SuccessFactors, AD, CMDB, etc.
- Work with REST/SOAP APIs and IntegrationHub
- Automate end‑to‑end processes such as onboarding/offboarding
- Partner with IT, HR, and cross‑functional stakeholders to understand needs and deliver solutions
- Create and maintain documentation (SOPs, technical specs, user guides)
- Support UAT, demos, and training sessions
Required Skills:
- 3+ years of hands‑on ServiceNow experience
- Strong knowledge of ITSM and HRSD functionalities
- Experience with JavaScript, Glide API, Flow Designer, UI components
- Familiarity with ITIL processes and HR case/security policies
- Experience supporting upgrades, performance tuning, and platform troubleshooting
- Excellent communication skills and the ability to collaborate with both technical and non‑technical teams
