ServiceNow Systems Administrator

The ServiceNow Administrator for HR Service Delivery (HRSD) provides technical administration and development for the HRSD module. The role translates HR business requirements into stable, maintainable ServiceNow configurations and works closely with ITD and HR teams to ensure the HRSD system remains secure, performant, and easy to support across the ServiceNow environment. The consultant is responsible for day-to-day development, configuration, maintenance, issue resolution, and delivery across Dev/Test/Prod, with a focus on upgradeability and clean implementation practices.

Roles & Responsibilities

1. Build and maintain Service Catalog Items, record producers, and workflows for HRSD needs
2. Use advanced scripting (Business Rules, Script Includes, Client Scripts) to implement requirements following ServiceNow best practices
3. Configure HRSD-specific components, including Lifecycle Events, HR criteria, and user criteria, mapping HR business needs into stable technical configurations
4. Manage Access Control Lists (ACLs), data policies, and security settings to ensure data privacy and correct user visibility within the HRSD portal
5. Review change requests for technical feasibility and prioritize out-of-the-box (OOTB) functionality to keep the system upgradeable and maintainable
6. Create and generate reports and dashboards for HRSD
7. Maintain a clean, scalable codebase and document custom developments for ITD support in line with ITD platform guidelines
8. Refine service catalogs and document management structures; resolve technical defects and ensure smooth integration with the broader ServiceNow ecosystem
9. Collaborate with the ITD team to evaluate technical changes and ensure modifications respect the core architecture of the IT platform
10. Manage migration of technical work across environments (Dev/Test/Prod), including testing and validation prior to delivery
11. Provide updates to stakeholders on development progress, system performance, and resolution of technical issues
12. Perform additional tasks as assigned that are relevant to the scope of work

Required Qualifications

1. Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field
2. 5 years of professional experience building, maintaining, and deploying solutions on the ServiceNow platform
3. ServiceNow Certified System Administrator (CSA) certification (required)
4. Solid working knowledge of ServiceNow configuration, including service catalog maintenance, record producers, knowledge management, employee journey, and user administration
5. Experience with Flow Designer and workflow automation
6. Advanced proficiency in JavaScript, Glide API, Business Rules, Client Scripts, and Script Includes
7. Strong understanding of platform security, including ACLs, Role-Based Access Control, and managing user/group visibility for sensitive data protection
8. Ability to recognize and mitigate technical debt by prioritizing out-of-the-box (OOTB) functionality for scalability, maintainability, and upgradeability
9. Experience managing development lifecycles using Update Sets, executing automated tests (ATF), and performing regular maintenance across environments
10. Ability to assess and translate business requirements into platform configurations
11. Ability to manage workstreams across cross-functional teams and escalate technical roadblocks appropriately
12. Experience with both Waterfall and Agile software development methodologies (Scrum or Kanban preferred)
13. Strong oral and written communication skills in English
14. Ability to convey technical and non-technical information to diverse stakeholders
15. Minimum specific experience (relevant to assignment): 5 years

Preferred Qualifications

1. Experience in ServiceNow HR Service Delivery (HRSD) (preferred) or equivalent technical experience in other enterprise modules such as ITSM or CSM
2. Certified Implementation Specialist (CIS-HRSD) or equivalent ServiceNow certification (distinct advantage)
3. Familiarity with ServiceNow Employee Document Management
4. Experience building and maintaining API-based integrations (REST/SOAP)
5. Experience developing Service Portal components (HTML, CSS, Widgets)
6. Experience with Scrum or Kanban (preferred within Agile)