ServiceNow Implementation Contractor

VIVA USA Inc; United States; Remote; USD 96,000 - 165,000; Full time

Benefits offered by this job

Fully remote

EST business hours

Job summary

VIVA USA Inc. is seeking a ServiceNow Implementation Contractor to support a large-scale rollout from planning through go-live and hypercare.

The role encompasses UAT, training development and delivery, implementation coordination, documentation management, and basic ServiceNow administration. Ideal candidates have hands-on ServiceNow configuration or admin experience, strong testing attention to detail, and solid communication for training delivery.

Qualifications

• Hands-on ServiceNow configuration or administration experience.
• Experience coordinating testing activities with business users and stakeholders.
• Ability to create and deliver end-user and administrator training materials.

Responsibilities

• Lead and coordinate UAT, including test script creation and defect tracking.
• Develop and deliver training materials and conduct live or virtual training sessions.
• Support implementation tasks: documentation, stakeholder coordination, milestone tracking.
• Provide hypercare support during and after go-live.

Skills

ServiceNow Administration

UAT

Training & Enablement

Stakeholder Coordination

Documentation & Testing

Education

High school diploma or GED

Tools

ServiceNow Platform

Job description

Preference for candidates located in Eastern or Central Time Zones; Candidates must be available to work 8:30 AM - 5:00 PM EST

The ServiceNow Implementation Contractor will support a large-scale ServiceNow rollout from planning through go-live and hypercare. This role combines User Acceptance Testing (UAT), training development and delivery, implementation coordination, documentation management, and basic ServiceNow administration functions.

We're looking for a ServiceNow implementation contractor to support our system rollout from planning through go-live. The role will lead and coordinate user acceptance testing, including building and executing test scripts and tracking defects to resolution. They'll also develop and deliver end user and administrator training materials, and support the overall administrative and operational tasks tied to implementation, like documentation, coordinating with stakeholders, and tracking project milestones. Ideal candidates have hands-on ServiceNow configuration or admin experience, strong attention to detail for testing, and solid communication skills for training delivery.

Duties

User Acceptance Testing (UAT)

• Develop UAT plans, test scenarios, and detailed test scripts aligned to business requirements
• Coordinate and facilitate UAT sessions with business users and stakeholders
• Execute test scripts, log defects, and track issues through resolution and retest
• Report on UAT progress, pass/fail rates, and readiness for go-live

Training and Enablement

• Create end-user guides, quick reference sheets, and administrator documentation
• Develop training materials and job aids tailored to different user groups
• Deliver live or virtual training sessions and support knowledge transfer
• Gather feedback and update training content as the platform evolves

Implementation Operations and Administration

• Support day-to-day implementation activities, including task tracking, status updates, and milestone management
• Maintain project documentation such as requirements, test results, decision logs, and release notes
• Coordinate between developers, process owners, and business stakeholders to keep work moving
• Assist with change management activities, communications, and go-live readiness checklists
• Provide hypercare support during and after launch, triaging user questions and issues

ServiceNow Platform Support

• Perform basic configuration and administrative tasks as needed (e.g., user and group setup, form and workflow validation, catalog or ticket testing)
• Validate that configurations, integrations, and workflows work as designed in non-production and production environments
• Escalate technical issues to the development team with clear reproduction steps

Experience

HR Ops preferred

Education

High school or GED

Top Skills

1. ServiceNow Administration / Configuration Experience

• Minimum 2+ years of ServiceNow administration or implementation support experience
• User and group management experience
• Form validation experience
• Workflow testing experience
• Service catalog management and testing experience
• Experience supporting system implementations from testing through production deployment

2. User Acceptance Testing (UAT)

• End-to-end UAT lifecycle experience
• Experience creating and executing test scripts
• Defect tracking and issue management experience
• Retesting and validation of resolved defects
• Experience coordinating testing activities with business stakeholders

3. Training & Change Enablement

• Experience developing user guides and job aids
• Knowledge transfer and end-user support experience
• Experience delivering virtual and/or instructor-led training
• Ability to communicate technical processes to non-technical audiences
• Experience supporting adoption and go-live readiness activities

Preferred Experience

• HR Operations or HR Systems experience
• Healthcare industry experience
• ServiceNow implementation project experience
• Go-live and hypercare support experience
• Experience working with cross-functional business and technical teams

Notes

• Candidates must be available to work 8:30 AM - 5:00 PM EST
• Fully remote (never coming onsite)

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status