Competencies: 8+ years experience required

Digital : ServiceNow_Human Resource Service Delivery

Digital : ServiceNow_Customer Service Management

ServiceNow

Role Description:

Identify and define business solutions for all HR users, aiding in translating HR business requirements into technical requirements

Work in conjunction with ServiceNow Platform Administrator and ITSM developers

ServiceNow HRSD and CSM module configuration and development, including data imports and software integrations with HR systems of record

Assists with troubleshooting patch release management focusing on HRSD and CSM

Develops UI forms, fields, notifications, Automation scripts, integrations, workflows and reports

Create, monitors, modifies, and publishes service catalog workflows with approvals

Work with HR team to design and create Employee Service Portal

Creates access control rules (ACLs) and validations in various workflows

Understand the given application requirements and capture User Stories

Understand and follow the Best Practices and Standards Guidelines for development

Participate in the Daily stand-up meetings and understand the changes proposed on the requirements user stories

Key Responsibilities

Module Development Configuration

Design, develop, and implement solutions within ServiceNow CSM (Case Management, Agent Workspace, Portals, Account Contact management) and HRSD (Case Management, Employee Service Center, Lifecycle Events).

Integration Development

Integrate ServiceNow CSM and HRSD with each other and with external enterprise systems (e.g., Workday HCM, SAP SuccessFactors, ERP, CRM platforms) using REST SOAP APIs, Flow Designer, and Integration Hub.

Ensure data integrity and secure, scalable data synchronization for processes like employee onboarding/offboarding, customer service handoffs, and profile management.

Workflow Automation

Build and maintain complex workflows, subflows, business rules, client scripts, and UI policies to automate and streamline business processes across departments.

Portal Development

Create and enhance custom widgets and portals using JavaScript, HTML, CSS, AngularJS, and the UI builder for both customer and employee self-service experiences.

Testing Support

Perform unit testing, support User Acceptance Testing (UAT), and provide technical support and troubleshooting for related issues.

Documentation Best Practices

Create and maintain technical documentation, and ensure all development adheres to ServiceNow best practices and governance standards.

Essential Skills:

Required Skills Qualifications

Experience:

Typically 5 years of hands-on experience in ServiceNow development, with strong, dedicated experience in both CSM and HRSD module implementations.

Technical Proficiency

Expertise in JavaScript, Glide Scripting, HTML, CSS, and AngularJS.

Proven experience with REST SOAP APIs and integration best practices.

Strong understanding of ServiceNow's core platform capabilities and database structure.

Domain Knowledge

Strong understanding of both Customer Service operations ITIL concepts and Human Resources processes (onboarding, case management, etc.).

Certifications (Preferred)

ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist in HRSD and/or CSM.