ServiceNow HR System Administrator

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.