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.