Engineer

Job Description

Responsibilities:

System Administration & Maintenance:

• Facilitate and execute User Acceptance Testing (UAT) and Production Validation for biannual ServiceNow version updates.
• Perform testing of newly deployed functionalities to ensure they meet business requirements and are free of defects.
• Monitor and manage issues raised by HR Operations, working to resolve them in a timely manner.
• Coordinate with external teams to implement fixes and new features, such as coordinating with Service Management Platform for Automated Test Frameworks (ATF) to reduce manual testing.
• Maintain and update important company lists, such as the VIP list, by comparing data from different systems (e.g., Fusion Master Active Report and SNow User Profile Report).
• Manage the ownership and configuration of various ServiceNow assets, including Knowledge Management components such as User Criteria and HR Criteria setup, assignment groups, and key dashboards for HR Operations and Knowledge Management.
• This includes ensuring proper access control, content visibility, and alignment with organizational workflows and reporting needs.
  o Creation and maintenance of system-related knowledge articles
  o Maintain historical files such as HR Taxonomy, List of HR Services, List of Users with cross country access etc.

Development & Implementation:

• Develop new functionalities for HR Operations to improve efficiency and user experience.
• Facilitate the rollout of new functionalities for HR, ensuring a smooth transition for users.
• Participate in regular ServiceNow development grooming calls to represent HR and discuss new stories.
• Assist with UAT and production validation for ongoing projects, such as the Onboarding, Lifecycle Events, and Offboarding projects within HRSD.

Reporting & Analytics:

• Create and distribute monthly reports, including the Monthly Content Hits Report and the Monthly HR Knowledge Base (KB) Feedback Report, to inform the Knowledge Management team of key metrics.
• Analyze and present data from the QnA Log to identify trends and areas for improvement.
• Update progress on various metrics for projects.

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