Job Description

Job Summary:

This position will work closely with business and IT teams to gather input to support ongoing business needs, define requirements, identify solutions through existing functionality or customizations, as well as develop specifications and procedures for developing, programming, testing, installing, and maintaining new or modified modules and custom applications within the platform. This role assumes a high degree of knowledge on the ServiceNow platform- including advanced formal training and certifications-and deep skills in various front-end web development languages. You must have excellent communication skills, be incredibly detail oriented, and able to work in both a team environment and independently.

Responsibilities:

• Serve as the main point of contact for support, administration, and maintenance of the ServiceNow HR Service Delivery functionality and associated applications
• Day to day administration including adding Users, Groups and Roles ensuring that these conform to the agreed standards for access to the platform
• Monitor health, usage, and overall compliance of ServiceNow and its applications
• Create and configure Business Rules, Script Includes, UI Policies, Client Scripts, ACL's, Notifications, UI Pages, UI Macros, Scheduled Jobs and SLAs/OLAs/UCs; including advanced scripting of each
• Solve problems with the ability to quickly fix issues or add functionality for stories/enhancements to be delivered into the sprint. Engage in testing with the ServiceNow Business Analyst and end users to ensure a timely and high quality experience
• Perform sprint demos and clearly explain functionality and business value to the end user or stakeholders while presenting
• Creates ServiceNow reports and dashboards using the native reporting module and Performance Analytics
• Coordinate and facilitate application and platform upgrades in conjunction with ServiceNow ITSM teams
• Administration and maintenance of Mid-servers and configuration of external data sources
• Authors and maintains technical documentation
• Transition story states and enhancements in Azure DevOps/ServiceNow and consistently update the comments, notes and work activities with the latest updates. Actively engage in scrum calls, raise issues or development blockers
• Actively manage backlog and take up stories or enhancements as time allows
• Develop familiarity with update sets, deploying code, prod validation and the change process so that everything is delivered properly into production, following CHS methodology and policy
• Responsible for the creation and documentation of development, test cases, and build plans
• Adheres to existing platform governance process for support, maintenance and agreed SLAs
• Monitor work queue and work with teams to resolve support issues in the ServiceNow HR Service Delivery functionality
• Create clear and concise documentation utilizing the knowledgebase module within ServiceNow around known issues or workarounds
• Own and lead troubleshooting issues identifying the root cause and working with developers / architect to address issues in a timely manner as required
• Participating proactively in daily standup meetings, story grooming sessions, team retrospectives. Ensure adherence to quality standards and attainment of project deliverables

Required Qualifications:

• Bachelor's degree (additional years of experience may offset degree requirement)
• 4 or more years of experience with development, administration, configuration, and scripting in ServiceNow HR Service Delivery
• Previous HR Service Delivery implementation experience

Preferred Qualifications:

• Certifications: ITIL v3 or v4 Foundations Certificate
• ServiceNow Certified System Administrator
• Experience with ITSM, ITOM, ITAM, IRM, VRM, Security Operations ServiceNow products Proficient in front-end web development languages, including JavaScript, AngularJS, HTML, CSS, Ajax, XML and Glide

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