ServiceNow Developer

This role will establish a broader ServiceNow environment within the People + Culture function to deliver efficient and consistent HR services. The role focuses on transitioning People + Culture processes from email-based requests and shared mailboxes into a structured, user-friendly ticketing system. This will improve visibility, speed, consistency, and the overall employee experience. The role will also provide technical support to the P& C team and contribute to the ongoing enhancement and automation of HR processes. Ultimately, the intellectual property developed through the ServiceNow environment will support greater employee and leader self-service and automation of HR processes.

The core responsibilities for the job include the following:

HR Service Delivery Enablement:

• Support the delivery of HR services through the ServiceNow platform.
• Help transition P& C processes from shared mailboxes into ServiceNow.
• Ensure employee requests are easy to submit, track, and resolve.
• Improve visibility and consistency of HR service delivery.

System Configuration and Support:

• Configure and maintain HR service request forms, workflows, and knowledge content.
• Support day-to-day system use and troubleshoot issues.
• Manage user access and permissions to ensure appropriate access.
• Maintain data quality and system integrity.

Continuous Improvement:

• Work with P& C teams to simplify and standardize HR processes.
• Identify opportunities to improve efficiency, reduce manual work, and enhance user experience.
• Support automation of common HR requests.
• Monitor service performance and recommend improvements.

Partnership with the Broader IDT Team:

• Work closely with the broader IDT ServiceNow team on system changes and enhancements.
• Support upgrades, testing, and release activities.
• Ensure alignment with system standards, governance, and security requirements.

Reporting and Insights:

• Support reporting and dashboards to track HR service performance.
• Provide insights into request volumes, response times, and trends.
• Help P& C teams better understand and manage demand.

Documentation and Adoption:

• Document processes and system changes.
• Provide guidance and support to users.
• Help drive adoption of ServiceNow across P& C teams and the wider business.

Key Challenges:

• Moving teams from email-based processes to structured workflows.
• Driving adoption across different teams and regions.
• Balancing standardization with flexibility across HR services.
• Maintaining data quality and consistent system use.
• Communicating effectively with the business, including shop-floor employees.

Key Relationships:

• Primary Functional Peers / Manager: IDT ServiceNow Team Leader. P& C Operations Team Leader.
• Direct Reports: None.
• Key Internal Stakeholders: P& C Leads across all streams of work. People + Culture teams, including HR Operations, Payroll, Talent, and other P& C functions. Business users and managers.
• External Stakeholders: As required.

Requirements:

• Clear and effective communication.
• Strong stakeholder management and collaboration.
• Process improvement mindset.
• Strong attention to detail and data accuracy.

Mandatory Critical for the Role:

• Experience working with ServiceNow ticketing or workflow systems within an HR environment.
• Experience improving or supporting business processes.
• Ability to translate business needs into system-based solutions.
• Strong problem-solving skills.
• Ability to work effectively with both technical teams and non-technical stakeholders.
• Strong organizational and prioritization skills.

Desirable:

• Experience supporting HR or People and Culture functions.
• Experience with HR case management or service portals.
• ServiceNow certification, such as Certified System Administrator.