ServiceNow Support Specialist

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

Select how often (in days) to receive an alert:

Location: Muntinlupa City, National Capital Region (NCR), PH, 1781

Company: W. R. Grace & Co.

About Grace

Grace,established in 1854, is a Standard Industries company and a leading global supplier ofspecialty chemicalsand solutionsthat enableindustriesto enhance modern life. Our customers use ourcatalysts, engineered materials, process technologiesand fine chemicalsto manufacture everyday products–like renewable fuels, pharmaceuticalsandfood packaging– better, faster and smarter. Our thousands of employeeswork toharness the power ofsciencefor a better worldat our global headquarters in Columbia, Maryland and locations worldwide.

Grace Global Business Services (GBS)

At Grace Global Business Services (GBS) in Manila, Philippines, our teams play a critical role in supporting the organization’s worldwide operations. For more than a decade, GBS has been a trusted partner, delivering expertise in shared services, process excellence, and digital enablement. Our team members support business lines and functions across Grace, including Finance, Human Resources, Information Technology, Procurement, Supply Chain and more.

At GBS, you’ll have the opportunity to make an impact—working alongside global colleagues to help shape the chemical manufacturing industry.You’ll be part of a collaborative, team-oriented culture where safety comes first. We prioritize your well-being by offering competitive benefits and flexible working options that help you thrive. Here, you’ll find meaningful ways to grow your career, whether deepening your expertise in your field or exploring new roles.

Job Description

The ServiceNow Support Specialist is responsible for maintaining, configuring, and supporting ServiceNow modules, primarily IT Service Management (ITSM), Human Resources Service Delivery (HRSD) MDM and S2P. This role ensures smooth platform operations, resolves incidents, implements enhancements, and collaborates with helpdesk leaders or teams to deliver high-quality service experience.

Platform Support & Maintenance

• 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.

Required Qualifications

• 3–5+ years of hands-on ServiceNow experience with ServiceNow modules and instances.
• 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.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) or Implementation Specialist (CIS).
• Experience with CMDB, Service Mapping, Virtual Agent, Next Experience, Discovery, Platform Analytics, Advanced Work Assignment, Predictive Intelligence and Employee Service Center.
• Knowledge of HR data security and encryption standards.
• Experience with ServiceNow ATF (Automated Test Framework)
• Familiarity with the ServiceNow Common Service Data Model (CSDM)
• HMO coverage for employees on day 1 (with pandemic coverage)
• Free HMO coverage for up to 3 qualified dependents
• Educational Assistance