ServiceNow HRSD Support Engineer

TheServiceNow HRSD Support Engineerensures the operational stability of the ServiceNow HRSD platform. This role provides L2/L3 production support, drives incident resolution, ensures SLA compliance, and performs root cause analysis to prevent recurring issues. The engineer collaborates with development and HR teams to maintain a reliable, high-performing HR service environment.

• ProvideL2/L3 production supportfor HRSD applications; resolve incidents and service requests within SLAs.

• Triage, troubleshoot, and resolve system errors, performance issues, and functional failures.

• Performroot cause analysisand implement permanent fixes for recurring problems.

• Configure and maintain HR Case Management, Employee Service Center (ESC), Record Producers, Catalog Items, and Knowledge Articles.

• Build and modify workflows usingFlow DesignerandWorkflow Editor.

• Develop scripts including Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, and ACLs.

• Support integrations with Active Directory, HRIS, and third-party apps via REST/SOA APIs.

• Participate in change management, release deployments, regression testing, and post-production validation.

• Develop operational reports and dashboards to track support KPIs and SLA performance.

• Communicate timely updates to stakeholders during critical incidents.
  
  

• 7+ yearstotal IT experience.

• 4+ yearshands-on ServiceNow HRSD support experience.

• Expertise in HR Case Management, ESC, Record Producers, Catalog Items, and Flow Designer.

• Strong ServiceNow scripting skills (Business Rules, Script Includes, Client Scripts, UI Policies, ACLs).

• Experience with REST/SOA integrations.

• Solid incident, problem, and change management background (ITIL).

• Excellent troubleshooting, RCA, and communication skills.