Combines administration for internal employee service delivery (HR Service Delivery) and external/field operational execution (Field Service Management). Includes on-call availability to support time-critical field operations and urgent workforce service desk escalations.
Key Responsibilities
Administer HRSD lifecycle events, HR case management, HR service catalog, and confidential profile security/permissions.
Maintain HR Criteria, user criteria, and Employee Center configurations.
Administer Field Service Management: work order templates, dispatch queues, territory/skills management, and energetic scheduling engine settings.
On-Call & Shift Support: Join an on-call rotation to address after-hours operational issues in FSM dispatch/mobile sync and urgent, executive-level HR access escalations.
Support the ServiceNow Agent Mobile application configuration for field teams and HR service desks.
Ensure strict data privacy compliance across sensitive HR records and operational field logs.
Qualifications & Working Conditions
3+ years administering ServiceNow with hands-on experience in HRSD and FSM/Field Operations.
Certifications: Certified System Administrator (CSA), CIS-HRSD or CIS-FSM (desirable).
Flexibility: Availability for after-hours on-call coverage and periodic weekend maintenance windows.
Skill Requirements
ServiceNow Workforce & Service Operations Admin (HRSD + FSM)