服务管理专员
Specialist, Service Management
职位描述 – 在此职位中，您将负责我们ServiceNow平台的配置、管理和支持，特别关注我们的HR Service Delivery（HRSD）模块。该职位对应行业职位名称包括ServiceNow工程师、ServiceNow配置管理员、ServiceNow HRSD管理员或HR系统管理员（ServiceNow）。
职位职责
我们正在寻找一位高度积极、注重细节的ServiceNow配置管理员加入我们的团队。该职位的核心是配置和构建平台功能——表单、工作流、业务规则和知识管理组件——并与各类业务利益相关者协作，确保平台有效支持我们的HR运营。
主要职责
系统配置与管理
- 在HRSD应用中配置表单、字段、业务规则、UI策略和工作流，以支持不断变化的业务需求。
- 组织并执行用户验收测试（UAT）和年度两次的ServiceNow版本更新生产验证。
- 对新部署的功能进行测试，确保其符合业务需求且无缺陷。
- 及时配置并实施解决方案，以解决HR运营提出的问题和改进建议。
- 与外部团队协调，实施修复和新功能，例如与服务管理平台团队合作，使用自动化测试框架（ATF）减少手动测试。
- 通过比较不同系统的数据（如Fusion Master Active Report和SNow用户档案报告），配置关键公司列表的数据对齐，如VIP列表。
- 配置并管理各种ServiceNow资产的所有权，包括知识管理组件，如用户标准和HR标准设置、分配组以及HR运营和知识管理的关键仪表盘。
- 配置访问控制、内容可见性和工作流对齐，以满足组织和报告需求，包括：
- 配置和创建与系统相关的知识文章。
- 结构化历史数据记录，如HR分类法、HR服务列表和具有跨国访问权限的用户列表等。
开发与实施
- 为HR运营配置和开发新功能，以提高效率和用户体验。
- 协助新配置功能在HR中的上线，确保平稳过渡。
查看英文原文
Job Description – In this role, you will be responsible for the configuration, administration, and support of our ServiceNow platform, with a specific focus on our HR Service Delivery (HRSD) module. This role aligns with industry titles such as ServiceNow Engineer, ServiceNow Configuration Administrator, ServiceNow HRSD Administrator, or HR Systems Administrator (ServiceNow).
The Role
We are seeking a highly motivated and detail-oriented ServiceNow Configuration Administrator to join our team. This role centers on configuring and building out platform functionality — forms, workflows, business rules, and Knowledge Management components — alongside collaboration with various business stakeholders to ensure the platform effectively supports our HR operations.
Key Responsibilities
System Configuration & Administration
- Configure forms, fields, business rules, UI policies, and workflows within HRSD applications to support evolving business requirements.
- Facilitate and execute User Acceptance Testing (UAT) and Production Validation for biannual ServiceNow version updates.
- Perform testing of newly deployed functionalities to ensure they meet business requirements and are free of defects.
- Configure and implement solutions to address issues and enhancement requests raised by HR Operations in a timely manner.
- Coordinate with external teams to implement fixes and new features, such as working with the Service Management Platform team on Automated Test Frameworks (ATF) to reduce manual testing.
- Configure data alignment for key company lists, such as the VIP list, by comparing data from different systems (e.g., Fusion Master Active Report and SNow User Profile Report).
- Configure and manage ownership of various ServiceNow assets, including Knowledge Management components such as User Criteria and HR Criteria setup, assignment groups, and key dashboards for HR Operations and Knowledge Management.
- Configure access control, content visibility, and workflow alignment to meet organizational and reporting needs, including:
- Configuration and creation of system-related knowledge articles.
- Structuring historical data records such as HR Taxonomy, List of HR Services, and List of Users with cross-country access, etc.
Development & Implementation
- Configure and develop new functionalities for HR Operations to improve efficiency and user experience.
- Facilitate the rollout of newly configured functionalities for HR, ensuring a smooth transition for users.
- Participate in regular ServiceNow development grooming calls to represent HR and discuss new stories.
- Assist with UAT and production validation for ongoing configuration projects, such as the Onboarding, Lifecycle Events, and Offboarding projects within HRSD.
Reporting & Analytics
- Create and distribute monthly reports, including the Monthly Content Hits Report and the Monthly HR Knowledge Base (KB) Feedback Report, to inform the Knowledge Management team of key metrics.
- Analyze and present data from the QnA Log to identify trends and areas for improvement.
- Update progress on various metrics for projects.
Stakeholder Collaboration & Communication
- Attend and represent the team in various meetings, including the HRSD Monthly check-in, Knowledge Management Forum, and myHelp Governance Board.
- Act as a point of contact for the GPC team regarding requests for ServiceNow checklists and HR case usage.
- Communicate with stakeholders, including employees, HR agents, and senior leadership, regarding the status of issues and projects. For example, keep the Knowledge Management team updated on the status of Hi-Tickets or problem tickets related to reporting functionalities.
About You
Required Skills & Qualifications
- Proven 5+ years of experience in ServiceNow configuration and administration, with specific experience in HR Service Delivery (HRSD) highly preferred.
- Strong hands-on configuration experience across ServiceNow modules — forms, workflows, business rules, and UI policies — along with knowledge of platform best practices.
- Experience with UAT and quality assurance processes.
- Proficiency in creating reports and dashboards, and in analyzing data to provide actionable insights.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders.
- Strong business acumen with the ability to lead non-technical business conversations, and to coach stakeholders through requirements gathering.
- 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.
- Knowledge and experience in implementing and optimizing AI Summary functionality for Knowledge Articles.
Originally posted on Himalayas