I. Job Summary
II. Essential Duties and Responsibilities
- The ideal candidate will perform day to day support and development work to provide administration support in the HRSD ServiceNow Module.
- This role will be responsible for the general support, administration, and maintenance of the ServiceNow platform and associated applications.
- Provide production support for the ServiceNow application through troubleshooting, problem analysis and determining resolution to correct issues.
- Be a key member of the team responsible for maintaining the health and stability of our ServiceNow applications.
- Developing and deploying minor enhancements requests from customers.
- Working with integrating legacy systems (including 3rd party supported) to resolve any integration issues.
- End to end Triage support including coordinating with integrating applications and ensuring successful and timely issue resolution.
- Support Agent workspace related issue analysis, bug fix and new development
- Implement and troubleshoot Virtual Agent related issues
- Collaborate with ITS to understand the impacts of ServiceNow upgrade planning and execution.
- Serve as a subject matter expert to the ServiceNow platform team responsible for analysis, design, development, implementation of modules, and application on the ServiceNow platform.
- Support the configuration of the ServiceNow HRSD application including, Case, Knowledge, Tasks, Reports, and Portal updates.
- Supporting custom and standard reports being used within ServiceNow.
- Monitoring scheduled jobs/dependencies and job failure alerts to ensure timely error handling.
- Manage Instance Security, User/Group Access/Access Control Lists.
- Transform business and technical requirements into implementation plans, work on document requirements, develop technical specifications, and maintain architecture/integration documentation.
- Work with the product team to ensure user stories are developer-ready, easy to understand, and testable.
- Quality Assurance: Perform routine maintenance that includes performance monitoring and error identification/remediation.
- Formulate a testing approach, develop test cases, and deploy code into production in defined releases. Test bugs and enhancements prior to production deployment.
- Analyze, troubleshoot, and fix identified ServiceNow system issues/operational support tickets.
- Provide on-call support for ServiceNow production issues.
- Continuously develops advanced knowledge of assigned application(s) utilizing vendor websites, user groups and training to effectively utilize system capabilities. Mentors other team members and is recognized as an expert.
- Provides analysis and consultation on the implementation of new modules in existing applications .
- Provides experienced support for integrations, reports, and large data imports/extractions. Plans for and supports migrations, releases, upgrades and/or patches - mitigating risk/downstream impacts.
- Documents all configuration.
III. Supervisory Responsibilities
- No formal supervisory responsibilities in this position.
- Provides informal assistance such as technical guidance and/or training to coworkers.
- May lead project teams and/or plan and supervise assignments of lower level employees.
IV. Qualifications
A. Education and Experience
- Education: Bachelors Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant work experience.
- Experience: Eight (8) years of previous experience (in addition to education requirement).
B. Certificates, Licenses, Registrations or Other Requirements
C. Other Knowledge, Skills or Abilities Required
- Implementation and support experience of Employee center portal, Virtual agent, Workflow design, Agent workspace, Language translation, Scripting, ACL, Reporting, and system integration.
- Extensive experience evaluating requirements and specs for development, testing and deployment.
- Hands on configuration of application(s), evaluating impact and supporting releases, patches, upgrades and enhancements.
V. Work Environment
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day;
- Required to exert physical effort in handling objects less than 30 pounds rarely;
- Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;
- Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
- Normal setting for this job is: office setting.
- Must be available to work standard business hours, as well as be available to work non-standard hours in case of emergency (natural disasters, power outages, etc.). May need to attend after hours calls with the offshore team.
