SoHo Dragon represents an investment bank seeking to hire a ServiceNow HR System Administrator for a 6-month contract.

This role combines system administration, development and subject matter expertise focused specifically on the ServiceNow Human Resource Service Delivery (HRSD) suite, particularly the Onboarding (Lifecycle Events) and the Employee Service Center (Core Portal) modules.

The ideal candidate will ensure the platform is configured, maintained, and continually monitored and enhanced to improve HR service delivery and the overall employee experience.

• Core Responsibilities & Administration

  • Platform Health & Maintenance: Perform routine system administration tasks including managing user accounts, roles, security access (ACLs), and application scopes specific to HRSD. Monitor and troubleshoot integrations.
  • End-user support: Provide support to end users, typical activities include password reset, assisting with Onboarding case/task issues.
  • Configuration Management: Configure and maintain core HRSD components like HR Profiles, Case Management and Knowledge Management workflows.
  • Troubleshooting: Monitor, diagnose, and resolve technical issues related to HRSD application, integrations, and the Employee Service Center.
  • Reporting & Analytics: Develop and maintain reports and dashboards using native ServiceNow reporting and Performance Analytics to provide insights into HR Service activity.
  • Access Control & Authentication:

i. Manage user authentication by integrating with identity providers, configuring Single Sign-On (SSO) and enforcing Multi-Factor Authentication (MFA) for users.

ii. Perform routine reviews of all user access, roles, and permissions to ensure they remain relevant and appropriate.

g. Upgrades & Patches: Coordinate and execute platform upgrades, patches, and hotfixes, ensuring minimal disruption to HR services. This includes dedicated focus on the following:

i. Upgrade Readiness Assessment: Review new release notes and identify potential impacts, conflicts, and deprecations relevant to custom HRSD applications, integrations, and the Employee Service Center.

ii. Test Plan Development: Design comprehensive Upgrade Test Plans focusing on critical HR functions, including Lifecycle Events (Onboarding) and Portal functionality.

iii. Regression Testing: Execute regression test scripts on the cloned sub-production instance (e.g. Development/Test instance) immediately following the upgrade to ensure that existing custom functionality and OOTB (out-of-the-box) HRSD features continue to work as expected.

iv. Fixing & Remediation: Identify, document, and remediate any script conflicts, configuration changes, or broken customizations discovered during the upgrade testing phase.

v. Upgrade Production Instance: Once upgrade testing is completed and all related issues address, oversee the upgrade of the Production instance implementing any post upgrade fixes that are neede

• HR Module Development & Customization:

  • Onboarding/Lifecycle Events:

i. Design, configure, and maintain Lifecycle Events and Activity Sets for the Onboarding Process.

ii. Develop and configure associated HR Services and Record Producers associated with the Onboarding Process.

iii. Maintain and update existing Document Templates as needed.

b. Employee Service Center (Portal):

i. Develop and customize the Employee Center Portal using technologies like UI Builder.

ii. Manage and maintain Portal content and functionality.

iii. Ensure alignment of content governance, User Criteria, and personalized experiences on the portal.

c. Core Development:

i. Maintain, develop, and customize functionality using platform scripting languages, including Business Rules, JavaScript, Client Scripts, UI Policies, Script Includes and UI Actions.

ii. Oversee and monitor integrations with other HR systems (REST/SOAP APIs and Integration Hub.)

1. Collaboration & Lifecycle

• Requirements Gathering: Collaborate with HR stack holders to translate real-world needs into technical solutions.

• SDLC Best Practices: Conduct development according to established Software Development Lifecycle (SDLC) best practices, including requirements analysis, design, configuration build, unit testing, and deployment readiness.

• Testing: Create and execute thorough test plans (unit and regression testing) and support User Acceptance Testing (UAT) with stakeholders.

• Deployment: Implement changes in Production.

Profile

LANGUAGE:

Ability to communicate in English, both orally and in writing, is a requirement as the person in this position will need to collaborate regularly with colleagues and partners in the United States.

Due to US Federal Securities law applying to this position, candidates who will apply for this position will be required to submit to an enhanced background screening, including the collection of their fingerprints by a third-party vendor selected by the Financial Industry Regulatory Authority (“FINRA”).

• Required Qualifications:
  • Experience: 3 to 5 years of experience as a ServiceNow System Administrator and/or Developer, with a strong focus on the HR Service Delivers (HRSD) product line.
  • Certifications: Preferred certifications include ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist – HRSP (CIS-HRSD).
  • Technical Skills:

Strong working knowledge of HRSD modules (case management, Knowledge Management, Lifecycle Events.)

Experience customizing and developing for the Service Portal/Employee Center Portal (widgets, themes, pages).

Ability to maintain existing Lifecycle event HR Services, Document Templates, HR Case and Task templates as needed.