ServiceNow HR System Administrator

Job Description

<p><strong>ServiceNow HR System Administrator</strong></p><p>Location: Montreal, Canada (Onsite)</p><p><br></p><p><strong>Overview</strong></p><p>This role is responsible for administering, configuring, and enhancing the <strong>ServiceNow Human Resource Service Delivery (HRSD)</strong> platform, with a primary focus on <strong>Onboarding (Lifecycle Events)</strong> and the <strong>Employee Service Center (Core Portal)</strong>. The position combines system administration, development, and HRSD subject-matter expertise to ensure the platform delivers streamlined HR services and an exceptional employee experience.</p><p><br></p><p><strong>Key Responsibilities</strong></p><p><strong>Platform Administration & Maintenance</strong></p><ul><li>Perform daily system administration, including user accounts, roles, ACLs, and HRSD application scopes.</li><li>Monitor system performance and troubleshoot HRSD integrations.</li><li>Provide end-user support, including password resets and resolving onboarding-related case or task issues.</li><li>Configure and maintain core HRSD elements such as HR Profiles, Case Management, and Knowledge Management workflows.</li></ul><p><strong>Troubleshooting & Support</strong></p><ul><li>Diagnose and resolve issues related to HRSD applications, integrations, and the Employee Service Center.</li><li>Build and maintain dashboards and reports using native ServiceNow reporting and <strong>Performance Analytics</strong>.</li></ul><p><strong>Access Management & Authentication</strong></p><ul><li>Manage identity provider integrations, configure <strong>Single Sign-On (SSO)</strong>, and enforce <strong>Multi-Factor Authentication (MFA)</strong>.</li><li>Conduct regular audits of user access, roles, and permissions.</li></ul><p><strong>Upgrades & Release Management</strong></p><ul><li>Coordinate and execute platform upgrades, patches, and hotfixes while minimizing disruption to HR operations.</li><li>Conduct <strong>Upgrade Readiness Assessments</strong>, reviewing release impacts on HRSD configurations, integrations, and customizations.</li><li>Develop and execute <strong>Test Plans</strong> for critical HRSD functions, including Lifecycle Events and Portal functionality.</li><li>Perform regression testing on cloned sub-production instances and identify configuration or scripting conflicts.</li><li>Lead the production upgrade process and apply any post-upgrade remediation.</li></ul><p><strong>HR Module Configuration & Development</strong></p><p><strong>Onboarding / Lifecycle Events</strong></p><ul><li>Design, configure, and maintain <strong>Lifecycle Events</strong>, Activity Sets, HR Services, and Record Producers.</li><li>Update and maintain Document Templates and onboarding-related components.</li></ul><p><strong>Employee Service Center / Portal</strong></p><ul><li>Build and customize the Employee Center Portal using <strong>UI Builder</strong> and related technologies.</li><li>Manage portal content, user criteria, content governance, and personalized experiences.</li></ul><p><strong>Core Platform Development</strong></p><ul><li>Develop and maintain functionality using:</li><li>Business Rules</li><li>Client Scripts</li><li>Script Includes</li><li>UI Policies</li><li>UI Actions</li><li>JavaScript</li><li>Oversee and monitor integrations with external HR systems using REST/SOAP APIs and IntegrationHub.</li></ul><p><strong>Collaboration & SDLC</strong></p><ul><li>Partner with HR stakeholders to gather requirements and translate them into technical solutions.</li><li>Follow SDLC best practices for analysis, design, configuration, development, unit testing, and deployment.</li><li>Create and execute test plans (unit and regression) and support User Acceptance Testing (UAT).</li><li>Deploy configuration changes to production following proper change management protocols.</li></ul><p><br></p><p><strong>Required Profile</strong></p><p><strong>Language</strong></p><ul><li>Strong proficiency in <strong>English</strong> (written and spoken) is required for regular collaboration with global stakeholders.</li></ul><p><br></p><p><strong>Background Requirements</strong></p><ul><li>This position requires enhanced background screening under U.S. Federal Securities regulations, including fingerprint collection performed by an authorized third-party.</li></ul><p><br></p><p><strong>Qualifications</strong></p><ul><li><strong>3-5 years</strong> of experience as a ServiceNow Administrator and/or Developer with a deep focus on <strong>HRSD</strong>.</li><li>Preferred certifications:</li><li><strong>ServiceNow Certified System Administrator (CSA)</strong></li><li><strong>Certified Implementation Specialist - HRSD (CIS-HRSD)</strong></li></ul><p><br></p><p><strong>Technical Skills</strong></p><ul><li>Comprehensive knowledge of HRSD modules: Case Management, Knowledge Management, and Lifecycle Events.</li><li>Experience developing and customizing for the <strong>Service Portal/Employee Center</strong> (widgets, themes, pages).</li><li>Ability to maintain Lifecycle Events, HR Services, Document Templates, HR Case Templates, and Task Templates.</li></ul><p></p>