ServiceNow Support Specialist

VRI Crew; Pateros; On-site; PHP 600,000 - 900,000; Full time

Job summary

VRI Crew is seeking a ServiceNow Support Specialist responsible for maintaining, configuring, and supporting ITSM and HRSD modules, ensuring smooth platform operations and timely incident resolution. You will implement enhancements, develop integrations via REST/SOAP and IntegrationHub, design reports, and collaborate with IT and HR teams to deliver high-quality service experiences.

This role requires creating tests, documenting specifications, and supporting HR and IT stakeholders through UAT

Job description

The ServiceNow Support Specialist is responsible for maintaining, configuring, and supporting ServiceNow Modules, primarily IT Service Management (ITSM) and Human Resources Service Delivery (HRSD). This role ensures smooth platform operations, resolves incidents, implements enhancements, and collaborates with IT and HR teams to deliver high-quality service experiences. Key Responsibilities:

Platform Support & Maintenance

Monitor and resolve incidents, service requests, and HR cases within ServiceNow. Perform break-fixes, enhancements, and configuration changes for ITSM and HRSD modules.

Ensure platform performance, security compliance, and adherence to governance standards.

Configuration & Development

Configure workflows, flows, UI Policies, business rules, notifications, scheduled jobs, data imports and integrations.

Support HRSD features like Case Management, Knowledge Management, 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.

Integration & Automation

Maintain integrations with 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.

Collaboration & Documentation

Work closely with HR and IT stakeholders to gather requirements and deliver solutions. Document technical specifications, SOPs, and user guides.

Participate in UAT, demos and training sessions.