Senior ServiceNow Platform Developer (1043) - Systems and Analytics - Department of Human Resources

City and County of San Francisco; San Francisco (CA); Hybrid; USD 159,000 - 200,000; Full time

Job summary

The City and County of San Francisco seeks a Senior ServiceNow Platform Developer to design, implement, and optimize HRSD solutions for HR case management, employee journeys, and related HR services across City operations.

You will configure, customize, and upgrade ServiceNow HRSD, collaborate with stakeholders, and ensure data privacy and process integrity in a complex, public-sector environment.

Qualifications

• Associate degree in computer science, information systems, or closely related field or equivalent
• Three years of experience analyzing, installing, configuring, and maintaining a system or platform
• Substitution allows one extra year of experience or completion of the 1010 Information Systems Trainee Program for degree replacement
• Minimum of 5 years of experience with ServiceNow is preferred (DESIRED)
• Advanced ServiceNow certifications (CIS-HR, ArchX, CTA, CMA) are desired

Responsibilities

• Configure, enhance, and maintain applications within the ServiceNow HR Service Delivery (HRSD) product
• Lead development projects on HR Case, Knowledge, Employee Document Management
• Design and build HR Services, HR Templates, COEs, Record Producers, Catalog Items, and HR Case Workflows
• Design UI actions, related lists, Workspace components, and form/panel configurations
• Implement HR Criteria, Role Assignment Rules, and user/group/role logic for access control
• Develop Business Rules, Script Includes, Client Scripts, UI Policies, ACLs
• Co-lead unit testing, UAT support, incident resolution, and platform optimization
• Create and maintain data imports, transforms, ETL logic for HR data models
• Troubleshoot issues related to case routing, HR services, and security
• Co-lead regular ServiceNow platform upgrades
• Collaborate with HR stakeholders to translate requirements into specs
• Ensure compliance and data privacy across HRSD modules

Skills

HRSD Workflows

Employee Journey Management

ServiceNow Platform

Education

Associate degree in computer science or related field

Tools

Flow Designer

Workflow Editor

REST APIs

Integration Hub

Transform Maps

ETL

HR Service Delivery

Job description

Senior ServiceNow Platform Developer (1043) - Systems and Analytics - Department of Human Resources

• Full-time
• Job Code and Title: 1043-IS Engineer-Senior
• Fill Type: Temporary Exempt

Application Opening: Tuesday, October 6, 2026

Application Deadline: Friday, October 16, 2026

Salary Range: $159,120 - $200,226

Work Arrangement:Hybrid Remote (1x a week), On-site (4x a week)

Position Type:PEX

The DHR Systems and Analytics Team is responsible for designing, maintaining, and continuously improving the technology systems that power HR operations and analytics across the City and County of San Francisco. The team manages the core platforms, integrations, and infrastructure that enable DHR to deliver reliable, secure, and scalable digital services supporting the City’s 35,000+ employees and hundreds of thousands of job applicants annually. Supporting internal and Citywide departments and programs, the Systems and Analytics Team ensures that HR platforms, workflows, and analytics function effectively at scale — supporting everything from employee service delivery and HR case management to workflow automation, data modeling and reporting, and platform integrations. The team plays a critical role in modernizing HR operations across the HR landscape Citywide.

Becoming a City employee means being a part of a team that cares about making a difference. Your work will shape both the present and future of San Francisco. When you work for the City, you’re choosing a job with purpose.

The Department of Human Resources (DHR) is seeking a Senior ServiceNow Platform Developer (1043), specializing in HRSD Workflows and Employee Journey Management to contribute to technical software development of applications that streamline Citywide HR case management, employee experiences, and end-to-end HR processes. This role will do technical configuration, customization, and implementation of new features and enhancements to HR services, workflows, integrations, and reporting/analytics in the DHR ServiceNow HRSD instance. The role partners with senior technical leaders and architects to understand and implement requirements in ServiceNow HRSD.

The Senior ServiceNow Platform Developer (1043) will:

Configure, enhance, and maintain applications within the ServiceNow HR Service Delivery (HRSD) product, including HR Case management, Configurable Workspaces,Knowledge, Employee Document Management, Employee Center Pro, and Employee Journeys

Lead development projects on HR Case, Knowledge, Employee Document Management

Design and build HR Services, HR Templates, COEs, Record Producers, Catalog Items, and HR Case Workflows using Flow Designer and/or Workflow Editor

Design and build UI actions, related lists, Workspace components, and form/panel configurations in HR Agent Workspace

Implement HR Criteria, Role Assignment Rules, and user/group/role logic (including criteria-based role assignment) for secure and accurate access control

Design, develop, and maintain Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, ACLs, and other platform automation aligned with HRSD processes

Co-lead unit testing, UAT support, incident resolution, and ongoing platform optimization for HRSD and system-wide

Create and maintain data imports, transform maps, data migration scripts, and ETL logic for HR data models and COE-specific tables

Troubleshoot complex issues related to case routing, HR services, configurable workspaces, platform analytics, scope-to-scope security, and role-based access controls.

Co-lead regular ServiceNow platform upgrades, including but not limited to plug-ins, patches, and family upgrades.

Collaborate with HR business stakeholders to translate requirements into user stories, system design, and technical specifications.

Ensure compliance, data privacy, and security related to employee records and personnel data across HRSD modules and system-wide

Collaborate with the Product Delivery Team in planning and delivering product rollout communications and trainings to support successful adoption.

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.

Education: An associate degree in computer science, computer engineering, information systems, or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in one of the fields above or a closely-related field].

Experience: Three (3) years of experience analyzing, installing, configuring, enhancing, and/or maintaining the components of a system or platform.

Substitution:One year of additional experience as described above may be substituted for the required degree.

Completion of the 1010 Information Systems Trainee Program may be substituted for the re-quired degree.

Desired Qualifications:

Minimum of 5 years of experience with ServiceNow.

Deep understanding of ServiceNow system architecture demonstrating the ability to weigh the pros and cons of solutions with attention to long-term sustainability and platform health.

Advanced technical experience with ServiceNow HRSD is required, including Enterprise plugins such as Agent Workspace, Employee Document Management, Employee Relations, Employee Journeys, Content Experiences, Platform Analytics, and Employee Center Pro.

Experience building products within or partnering with enterprise-level organizations is required; experience specifically with public-sector organizations with diverse employee bases is desirable.

Demonstrated ownership of application development within ServiceNow and experience with custom scoped applications.

Experience with platform data integrations, transforms, ETL, REST APIs, and Integration Hub where PII and confidential information is in transit.

Advanced ServiceNow certifications including CIS-HR, ArchX, CTA, or CMA are desired.

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Review SF Careers Employment Applications for considerations taken when reviewing applications.

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://careers.sf.gov/knowledge/experience-education/ .

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

Selection Procedure:Applications will be reviewed for relevant qualifying experience. Only those applicants who most closely meet the requirements for this positionwill be invited to participate in the selectionprocess. Applicants meeting the minimum qualifications are not guaranteed an invitation to interview.

Additional Information Regarding Employment with the City and County of San Francisco:

All job applications for the City and County of San Francisco must be submitted through our online portal. Please visit https://careers.sf.gov/ to begin your application process.

Computers are available for the public (9:00 a.m. to 4:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor and at the City Career Center at City Hall , 1 Dr. Carlton B. Goodlett Place, Room 110.

Ensure your application information is accurate, as changes may not be possible after submission. Your first and last name must match your legal ID for verification, and preferred names can be included in parentheses. Use your personal email address, not a shared or work email, to avoid unfixable issues.

Applicants will receive a confirmation email from [e-mail] that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

Exempt Employment

This role is exempt from the San Francisco Civil Service Rules, and employment is at the discretion of the appointing officer for a period of not-to-exceed three years. (Category 18)

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.

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