Job Qualifications:
- ServiceNow Certified System Administrator (CSA) or Implementation Specialist (CIS).
- Experience with CMDB, Service Mapping, Virtual Agent, Next Experience, Discovery, Platform
Analytics, Advanced Work Assignment, Predictive Intelligence and Employee Service Center.
- Knowledge of HR data security and encryption standards.
- Experience with ServiceNow ATF (Automated Test Framework)
- Familiarity with the ServiceNow Common Service Data Model (CSDM)
Required Skills & Experience
- 35+ years of hands-on ServiceNow experience with ServiceNow modules and instances.
- Strong knowledge of ServiceNow's core tables, JavaScript, Glide API, Flow Designer, and UI development.
- Familiarity with HRSD lifecycle events, HR case security policies, and ITIL best practices.
- Experience with platform upgrades, performance tuning, and compliance.
Excellent troubleshooting, communication, and stakeholder management skills.
Role Overview
- The ServiceNow Support Specialist is responsible for maintaining, configuring, and supporting ServiceNow modules, primarily IT Service Management (ITSM), Human Resources Service Delivery (HRSD) MDM and S2P. This role ensures smooth platform operations, resolves incidents, implements enhancements, and collaborates with helpdesk leaders or teams to deliver high-quality service experiences.
Key Responsibilities:
Platform Support & Maintenance
- Monitor, track and resolve incidents, service requests assigned to ServiceNow assignment group.
- Perform break-fixes, enhancements, and configuration changes for all helpdesk ServiceNow modules.
- Ensure platform performance, security compliance, and adherence to governance standards.
- Configuration & Development
- Configure workflows, flows, UI policies, business rules, notifications, scheduled jobs, data imports and integrations. Support HRSD features like Case Management, Knowledge Management, HR Agent Workspace, and Employee Center.
- Implement ITSM processes including Incident, Problem, Change, Request, and Knowledge Management.
- Design, Create, and Maintain reporting inclusive of Platform and Performance Analytics, KRIs, KPIs, and Control Metrics both at a process/workflow and Operational perspectives.
- Creates and executes unit tests to validate changes. Integration & Automation
- Assist with tools integrations and maintenance with MDM, S2P and HR systems (e.g., SuccessFactors) and IT tools (e.g., CMDB, AD).
- Use REST/SOAP APIs and IntegrationHub for system connectivity.
- Automate workflows for onboarding/offboarding and cross-functional processes.
- Collaboration & Documentation
- Work closely with MDM, S2P, HR and IT stakeholders to gather requirements and deliver solutions.
- Document technical specifications, SOPs, and user guides.
- Participate in UAT, demos, and training sessions.
