Job Description

Job Title: Technical Lead—Application Support (ServiceNow HRSD) ServiceNow HR Service Delivery (HRSD)

Location: Houston, TX (Onsite)

Type: Contract

Job Description

The Technical Lead, application support, is responsible for the configuration and support of the ServiceNow HRSD application within the human resource organization. As part of the HR Technology team, this role provides advanced technical, analytical, and consultative support, delivering HR processes.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other duties may be assigned.

• Reviews open cases/issues and troubleshoots or assigns to other tech team members for resolution. Coordinates with vendor regarding required support by opening tickets, escalating, and following up as required.
• Continuously develops advanced knowledge of assigned application(s) utilizing vendor websites, user groups, and training to effectively utilize system capabilities. Mentors other team members and is recognized as an expert.
• Consults on requested configuration changes, partnering with the team to determine the best options for design decisions based on documented requirements, current configuration, and downstream impacts. Documents final specs and configures application.
• Analyzes the impact of configuration from foundational structures to Fast Formulas and extensions to HR service delivery and downstream systems and integrations. Leads meetings to resolve priority issues.
• Ensures data integrity and governance by supporting large/complex data imports and extracts and validating accuracy through reporting and queries. Supports the development and maintenance of integrations/file transfers.
• Provides analysis and consultation on the implementation of new software application products or new modules in existing applications.
• Actively participates in project, support, and development initiatives, designing solutions that optimally address current and future business requirements and infrastructure plans.
• Champions the appropriate use of technology and provides leadership in balancing technical elegance with functional requirements and practical benefits as we implement and integrate technologies.
• Documents all configuration.

Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

• 5 years of experience in ServiceNow HRSD
• ServiceNow Architect Certification preferred.

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