ServiceNow HR System Administrator

Job Description

ServiceNow HR System Administrator

Location: Montreal, Canada (Onsite)

Overview

This role is responsible for administering, configuring, and enhancing the ServiceNow Human Resource Service Delivery (HRSD) platform, with a primary focus on Onboarding (Lifecycle Events) and the Employee Service Center (Core Portal). The position combines system administration, development, and HRSD subject-matter expertise to ensure the platform delivers streamlined HR services and an exceptional employee experience.

Key Responsibilities

Platform Administration & Maintenance

• Perform daily system administration, including user accounts, roles, ACLs, and HRSD application scopes.
• Monitor system performance and troubleshoot HRSD integrations.
• Provide end-user support, including password resets and resolving onboarding-related case or task issues.
• Configure and maintain core HRSD elements such as HR Profiles, Case Management, and Knowledge Management workflows.

Troubleshooting & Support

• Diagnose and resolve issues related to HRSD applications, integrations, and the Employee Service Center.
• Build and maintain dashboards and reports using native ServiceNow reporting and Performance Analytics.

Access Management & Authentication

• Manage identity provider integrations, configure Single Sign-On (SSO), and enforce Multi-Factor Authentication (MFA).
• Conduct regular audits of user access, roles, and permissions.

Upgrades & Release Management

• Coordinate and execute platform upgrades, patches, and hotfixes while minimizing disruption to HR operations.
• Conduct Upgrade Readiness Assessments, reviewing release impacts on HRSD configurations, integrations, and customizations.
• Develop and execute Test Plans for critical HRSD functions, including Lifecycle Events and Portal functionality.
• Perform regression testing on cloned sub-production instances and identify configuration or scripting conflicts.
• Lead the production upgrade process and apply any post-upgrade remediation.

HR Module Configuration & Development

Onboarding / Lifecycle Events

• Design, configure, and maintain Lifecycle Events, Activity Sets, HR Services, and Record Producers.
• Update and maintain Document Templates and onboarding-related components.

Employee Service Center / Portal

• Build and customize the Employee Center Portal using UI Builder and related technologies.
• Manage portal content, user criteria, content governance, and personalized experiences.

Core Platform Development

• Develop and maintain functionality using:
• Business Rules
• Client Scripts
• Script Includes
• UI Policies
• UI Actions
• JavaScript
• Oversee and monitor integrations with external HR systems using REST/SOAP APIs and IntegrationHub.

Collaboration & SDLC

• Partner with HR stakeholders to gather requirements and translate them into technical solutions.
• Follow SDLC best practices for analysis, design, configuration, development, unit testing, and deployment.
• Create and execute test plans (unit and regression) and support User Acceptance Testing (UAT).
• Deploy configuration changes to production following proper change management protocols.

Required Profile

Language

• Strong proficiency in English (written and spoken) is required for regular collaboration with global stakeholders.

Background Requirements

• This position requires enhanced background screening under U.S. Federal Securities regulations, including fingerprint collection performed by an authorized third-party.

Qualifications

• 3-5 years of experience as a ServiceNow Administrator and/or Developer with a deep focus on HRSD.
• Preferred certifications:
• ServiceNow Certified System Administrator (CSA)
• Certified Implementation Specialist - HRSD (CIS-HRSD)

Technical Skills

• Comprehensive knowledge of HRSD modules: Case Management, Knowledge Management, and Lifecycle Events.
• Experience developing and customizing for the Service Portal/Employee Center (widgets, themes, pages).
• Ability to maintain Lifecycle Events, HR Services, Document Templates, HR Case Templates, and Task Templates.