Administrator (Tools & Automation)

Job Summary

Senior Service Now HRSD Developer Experience: 5 - 8 years of minimum hands-on experience in Service Now HRSD .

Key Responsibilities

• Design, configure, and optimize HR workflows, SLAs, and Service Catalog items to support HR Shared Services • Configure and manage HR Case Management, including Inbound Actions, HR Service Activities, and case routing logic • Implement and support HRSD capabilities such as:  HR Case Management  Employee Center / Employee Center Pro  Universal Request  HR Services and HR Topics • Configure and manage HR Service Catalog and HR Services, including eligibility rules and fulfillment workflows • Set up and maintain Center of Excellence (COE) configuration, including roles, scopes, permissions, and ownership • Administrate the Service Now platform including:  Environmental changes  Version upgrades  ATF/test case execution and support • Build and maintain HR reports, dashboards, and Performance Analytics for HR metrics and leadership visibility • Partner with HR Shared Services and Local IT teams to gather requirements, manage signoffs, and provide regular progress updates • Ensure adherence to Service Now best practices, security standards, and HR data privacy requirements • Support incident resolution, troubleshooting, and post-go-live stabilization for HRSD solutions • Hands-on experience configuring Service Now HRSD, including:  HR Case  HR Catalog  HR Services  Inbound Actions  COE setup  Roles and ACLs • Strong experience with reports, dashboards, and Performance Analytics • Develop and maintain HR reports, dashboards, and Performance Analytics to support operational insights and leadership decision-making • Provide ongoing visibility into HR metrics, SLAs, and service performance • Hands on experience configuring and using Service Now Agile Boards to manage HRSD development work, including creation and tracking of epics, user stories, tasks, and defects mapped to HRSD enhancements and integrations.
• Familiarity with change management, documentation, and release processes • Support, analyze, and resolve HRSD-related production issues, defects, and incidents, ensuring minimal business impact and continuity of HR services • Ensure timely incident response and resolution in line with agreed SLAs, including root cause analysis, defect fixes, and coordination with HR Shared Services and IT teams • Follow Service Now HRSD development-best practices, including proper configuration vs customization, reusable components, documentation, and adherence to platform standards • Follow disciplined update set and source control practices, including scoped update sets, regular consolidation, proper naming conventions, and peer reviews to ensure clean promotion across development, test, and production environments • Monitor the Service Now HRSD environment proactively, including system health, integrations, jobs, and performance, and create alerts for potential issues before business impact • Proactively identify opportunities and propose, design, and implement automation and optimized solutions to improve HR processes, reduce manual effort, and enhance employee

Skill Requirements

Service Now Certified System Administrator (CSA) • Service Now Certified Application Developer (CAD) • Service Now Certified Implementation Specialist – Human Resources (CIS-HR)

Other Requirements

ITIL V3 or ITIL 4 certification • Any Agile certification (CSM or SAFe)