ServiceNow Support Specialist

The ServiceNow Support Specialist is responsible for maintaining, configuring, and supporting ServiceNow Modules, primarily IT Service Management (ITSM) and Human Resources Service Delivery (HRSD). This role ensures smooth platform operations, resolves incidents, implements enhancements, and collaborates with IT and HR teams to deliver high-quality service experiences. Key Responsibilities: Platform Support & Maintenance Monitor and resolve incidents, service requests, and HR cases within ServiceNow. Perform break-fixes, enhancements, and configuration changes for ITSM and HRSD modules. Ensure platform performance, security compliance, and adherence to governance standards. Configuration & Development Configure workflows, flows, UI Policies, business rules, notifications, scheduled jobs, data imports and integrations. Support HRSD features like Case Management, Knowledge Management, and Employee Center. Implement ITSM processes including Incident, Problem, Change, Request, and Knowledge Management. Design, Create, and Maintain reporting inclusive of Platform and Performance Analytics, KRIs, KPIs, and Control Metrics both at a process/workflow and Operational perspectives Creates and executes unit tests to validate changes. Integration & Automation Maintain integrations with HR systems (e.g., SuccessFactors) and IT tools (e.g. CMDB, AD). Use REST/SOAP APIs and IntegrationHub for System Connectivity. Automate workflows for onboarding/offboarding and cross-functional processes. Collaboration & Documentation Work closely with HR and IT stakeholders to gather requirements and deliver solutions. Document technical specifications, SOPs, and user guides. Participate in UAT, demos and training sessions.

Required Skills & Experience 3–5+ years of hands-on ServiceNow experience with ITSM and HRSD modules. Strong knowledge of ServiceNow’s core tables, JavaScript, Glide API, Flow Designer, and UI development. Familiarity with HRSD lifecycle events, HR case security policies, and ITIL best practices. Experience with platform upgrades, performance tuning, and compliance. Excellent troubleshooting, communication, and stakeholder management skills.Preferred Qualifications ServiceNow Certified System Administrator (CSA) or Implementation Specialist (CIS). Experience with CMDB, Service Mapping, Virtual Agent, Next Experience, Discovery, Platform Analytics, Advanced Work Assignment, Predicitve Intelligenceand Employee Service Center. Knowledge of HR data security and encryption standards. Experience with ServiceNow ATF (Automated Test Framework) Familiarity with the ServiceNow Common Service Data Model (CSDM)

HMO, performance bonuses, paid time off, and health insurance