Job Description

Location - Pasig

Work setup - Onsite (5 Day reporting to office)

Shift - Day shift

The HR Service Desk System Administrator provides technical administration, configuration, and development support for the ServiceNow HR Service Delivery module. The role translates HR business requirements, policy changes, and operational needs into effective, maintainable ServiceNow configurations, while working closely with ITD and HR teams to ensure system stability, efficient operations, and timely resolution of technical issues.

The consultant will align with ITD governance, technical standards, and change controls for the ServiceNow platform; manage access controls; and ensure HRSD components integrate well with the wider ServiceNow environment.

The ServiceNow Administrator for HRSD will be expected to do the following:

1. Build and maintain service catalog items, record producers, and workflows. Use advanced scripting (Business Rules, Script Includes, Client Scripts) to implement requirements while following ServiceNow best practices.

2. Configure HRSD-specific components, including Lifecycle Events, HR criteria, and user criteria. Map HR business needs into stable technical configurations.

3. Manage Access Control Lists (ACLs), data policies, and security settings to ensure data privacy and correct user visibility within the HRSD portal.

4. Review change requests to determine technical feasibility. Prioritize out-of-the-box (OOTB) functionality to ensure the system remains upgradeable and easy to maintain.

5. Create and generate pertinent reports and dashboards for HRSD.

6. Maintain a clean, scalable codebase. Document all custom developments so they are easy for the ITD team to support based on ITD platform guidelines.

7. Refine service catalogs and document management structures. Resolve technical defects and ensure smooth integration with the broader ServiceNow ecosystem.

8. Collaborate with the ITD team to evaluate technical changes. Ensure all modifications respect the core architecture of the platform.

9. Manage the migration of technical work across environments (Dev/Test/Prod). Execute testing and validation protocols to ensure successful delivery.

10. Provide updates on development progress, system performance, and the resolution of technical issues to relevant stakeholders.

11. Any other task that may be assigned relevant to the scope of work.

Requirement and Qualification (Education & Work Experience)

Education and Work Experience

•Bachelor's degree in Computer Science, Information Technology, Engineering or a related technical field.

•3–5 years of professional experience building, maintaining, and deploying solutions on the ServiceNow platform.

•Experience in ServiceNow HR Service Delivery (HRSD) is preferred or equivalent technical experience in other enterprise modules such as ITSM (IT Service Management) or CSM (Customer Service Management).

Technical Knowledge

•Solid working knowledge of ServiceNow configuration, including service catalog maintenance, record producers, knowledge management, employee journey, and user administration.

•Experience with Flow Designer and workflow automation.

•Familiarity ServiceNow's Employee Document Management is an advantage.

•Advanced proficiency in JavaScript, Glide API, Business Rules, Client Scripts, and Script Includes.

•Strong understanding of platform security, including setting up ACLs, Role-Based Access Control, and managing user/group visibility to protect sensitive data.

•Ability to recognize and mitigate technical debt, prioritizing out-of-the-box (OOTB) functionality to ensure the platform remains scalable, maintainable, and upgradeable.

•Experience building and maintaining API-based integrations (REST/SOAP) and developing Service Portal components (HTML, CSS, Widgets).

•Experience managing deployment lifecycles, using Update Sets, executing automated tests (ATF), and performing regular maintenance across environments.

•Familiarity ServiceNow's Employee Document Management is an advantage.

Coordination and Analysis Skills

•Ability to assess and translate business requirements into platform configurations.

•Ability to manage workstreams across cross-functional teams, ensuring tasks are delivered on time and technical roadblocks are escalated appropriately.

•Experience with both Waterfall and Agile software development methodologies (Scrum or Kanban preferred).

Communication and Stakeholder Engagement

•Strong oral and written communication skills in English.

•Ability to convey technical and non-technical information to diverse stakeholders to ensure everyone is aligned.

Certification (if applicable)

•ServiceNow Certified System Administrator (CSA) is required.

•Certified Implementation Specialist (CIS-HRSD) or equivalent ServiceNow certification is a distinct advantage

REQUIRED

· ServiceNow: 3-5 years

· HRSD: 2+ years

· JavaScript/ServiceNow Scripting: 3+ years

· CSA Certification: Required