As a ServiceNow Support Specialist, you are the technical heartbeat of our platform operations. You will be responsible for maintaining, configuring, and supporting key ServiceNow modules, specifically IT Service Management (ITSM) and Human Resources Service Delivery (HRSD). Your mission is to ensure seamless platform performance, resolve technical incidents, and collaborate with IT and HR teams to deliver a high-quality, automated service experience.
Core Responsibilities
- Platform Support & Maintenance: Monitor and resolve incidents, service requests, and HR cases. You will handle break-fixes, implement enhancements, and ensure the platform adheres to security and governance standards.
- Configuration & Development: Build and maintain the gears of the system, including Workflows, Flow Designer, UI Policies, Business Rules, and Notifications.
Module Management
- HRSD: Support Case Management, Knowledge Management, HR Agent Workspace, and the Employee Center.
- ITSM: Implement and optimize Incident, Problem, Change, Request, and Knowledge Management processes.
- Reporting & Analytics: Design and maintain advanced reporting using Platform and Performance Analytics. You will track KRIs, KPIs, and Control Metrics from both a workflow and operational perspective.
- Integration & Automation: Maintain vital links between ServiceNow and external systems like SuccessFactors (HR), Active Directory (AD), and the CMDB. You will utilize REST/SOAP APIs and Integration Hub for seamless data flow.
- Quality Assurance: Create and execute unit tests to validate all system changes and configurations before they go live.
