ServiceNow Specialist: ITSM & HRSD Expert

W.R. Grace & Co.; Muntinlupa; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

HMO coverage for employees on day 1

Free HMO coverage for up to 3Qualified

Educational Assistance

Job summary

Grace Global Business Services (GBS) in Manila, Philippines, is seeking a ServiceNow Support Specialist to maintain and optimize ITSM, HRSD, and related modules. You will collaborate with IT and HR teams to ensure reliable platform operations and high-quality service delivery.

The role covers incident resolution, enhancements, testing, integrations through REST/SOAP, and documentation. A background in ITIL, HRSD, and ServiceNow upgrades will help you succeed in a fast-paced, global environment.

Qualifications

• 3–5+ years of hands-on ServiceNow experience.
• 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.

Responsibilities

• Monitor, track and resolve incidents, service requests assigned to ServiceNow assignment group.
• Perform break-fixes, enhancements, and configuration changes for all helpdesk ServiceNow modules.
• Ensure platform performance, security compliance, and adherence to governance standards.
• Configure workflows, flows, UI policies, business rules, notifications, scheduled jobs, data imports and integrations. Support HRSD features like Case Management, Knowledge Management, HR Agent Workspace, 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.
• Assist with tools integrations and maintenance with MDM, S2P and 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.
• Work closely with MDM, S2P, HR and IT stakeholders to gather requirements and deliver solutions.
• Document technical specifications, SOPs, and user guides.
• Participate in UAT, demos, and training sessions.

Skills

ServiceNow

ITIL

HRSD

Incident management

REST/SOAP

Tools

CMDB

Discovery

Service Mapping

ATF

CSDM

Platform Analytics

Job description

Grace Global Business Services (GBS) in Manila, Philippines, is seeking a ServiceNow Support Specialist to maintain and optimize ITSM, HRSD, and related modules. You will collaborate with IT and HR teams to ensure reliable platform operations and high-quality service delivery.

The role covers incident resolution, enhancements, testing, integrations through REST/SOAP, and documentation. A background in ITIL, HRSD, and ServiceNow upgrades will help you succeed in a fast-paced, global environment.