Servicing Enterprise Platforms Specialist

4 hours ago

Mandaluyong City, National Capital Region, Philippines beBeeAdministrator Full time $80,000 - $110,000

ServiceNow Administrator

  • The ideal candidate will be responsible for the daily administration, configuration, and support of ServiceNow platform with a specific focus on HR Service Delivery module.
  • This role involves a mix of administrative tasks, development of new functionalities, and collaboration with various business stakeholders to ensure the platform effectively supports HR operations.
  • We are seeking a highly motivated and detail-oriented system administrator to join our team at Pearson.

Key Responsibilities:

  1. System Administration & Maintenance :
  2. Facilitate and execute User Acceptance Testing (UAT) and Production Validation for biannual ServiceNow version updates.
  3. Perform testing of newly deployed functionalities to ensure they meet business requirements and are free of defects.
  4. Monitor and manage issues raised by HR Operations, working to resolve them in a timely manner.
  5. Coordinate with external teams to implement fixes and new features.
  6. Maintain and update important company lists, such as VIP list.
  7. Manage the ownership and configuration of various ServiceNow assets, including Knowledge Management components such as User Criteria and HR Criteria setup.
  8. Creation and maintenance of system-related knowledge articles
  9. Maintain historical files such as HR Taxonomy, List of HR Services, List of Users with cross country access etc.

Development & Implementation:

  1. Develop new functionalities for HR Operations to improve efficiency and user experience.
  2. Facilitate the rollout of new functionalities for HR, ensuring a smooth transition for users.
  3. Participate in regular ServiceNow development grooming calls to represent HR and discuss new stories.
  4. Assist with UAT and production validation for ongoing projects.

Reporting & Analytics:

  1. Create and distribute monthly reports, including the Monthly Content Hits Report and the Monthly HR Knowledge Base (KB) Feedback Report.
  2. Analyze and present data from the QnA Log to identify trends and areas for improvement.
  3. Update progress on various metrics for projects.

Stakeholder Collaboration & Communication:

  1. Attend and represent the team in various meetings.
  2. Act as a point of contact for the GPC team regarding requests for ServiceNow checklists and HR case usage.
  3. Communicate with stakeholders including employees, HR agents, and senior leadership regarding the status of issues and projects.

Required Skills & Qualifications:

  • Proven 5-years' experience as a ServiceNow Administrator, with specific experience in HR Service Delivery (HRSD) highly preferred.
  • Strong understanding of ServiceNow modules, functionalities, and best practices.
  • Experience with UAT and quality assurance processes.
  • Proficiency in creating reports, dashboards, and analyzing data to provide actionable insights.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving skills and a proactive approach to identifying and resolving issues.
  • Ability to manage multiple tasks and projects simultaneously in a fast-paced environment.

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