ServiceNow Specialist (Implementation & Support)

Position Title: ServiceNow Specialist (Implementation & Support)
Work Arrangements: Remote
Work Schedule: Flexible; Dayshift Philippine hours but may require occasional evening sync
Reports To: Manager, Enterprise

Job Summary

We are seeking a highly skilled and versatile ServiceNow Specialist to lead and support the implementation, configuration, and ongoing maintenance of multiple ServiceNow modules. This includes project work focused on Engineering Roster customization and Strategic Portfolio Management (SPM), as well as post-go-live support across other ServiceNow modules.

The ideal candidate will have hands-on experience across the ServiceNow platform—from configuration and customization to integrations, reporting, and user support—and will collaborate closely with cross-functional teams in an Agile environment to ensure scalable, secure, and efficient solutions.

Key Responsibilities

• Design, configure, and deploy ServiceNow solutions aligned with business requirements, including both standard and custom applications.

• Collaborate with stakeholders (Product, HR, PMO, Finance, Engineering) to gather and translate requirements into technical specifications.

• Configure forms, fields, views, dashboards, and reports to support operational and strategic needs.

• Implement role-based access controls (RBAC) and user-friendly interfaces optimized for scalability and usability.

• Manage data imports, integration setups (e.g., HRIS, Jira, Oracle), and automation workflows using Flow Designer or Script Includes.

• Ensure adherence to ServiceNow best practices, maintaining upgrade-safe and compliant solutions.

• Conduct unit and integration testing, support UAT, and assist with production deployments.

• Provide post-implementation support, including bug fixes, enhancements, and user training.

• Participate in knowledge transfer sessions and maintain technical documentation and SOPs.

• Stay updated with new ServiceNow releases and recommend improvements to enhance system performance.

Experience Requirements

• Minimum of 3–5 years of hands-on experience in ServiceNow implementation, configuration, and support.

• Proven success in at least one major ServiceNow module (e.g., SPM, ITSM, HRSD, CSM, or Custom App Development).

• Experience in cross-functional collaboration and requirement gathering from business and technical teams.

• Exposure to Agile or Scrum methodologies in enterprise environments.

• Experience supporting clients or internal teams in a consulting or managed services setup is an advantage.

Technical Skills

• ServiceNow Platform: Configuration, customization, and module deployment (SPM, ITSM, HRSD, Custom Apps).

• Development Tools: Flow Designer, UI Policies, Business Rules, Script Includes, ACLs.

• Integrations: Jira, Oracle, Microsoft Project, Smartsheet, Box, or similar tools.

• Data Management: Import sets, data mapping, and API integrations.

• Documentation & Reporting: SharePoint, Excel, PowerPoint, and ServiceNow reporting tools.

• Certifications (Nice-to-Have): ServiceNow Certified System Administrator (CSA) and/or Certified Implementation Specialist (CIS).

Abilities

• Strong problem-solving and analytical thinking skills.

• Excellent communication and stakeholder management abilities.

• High attention to detail, ensuring quality and compliance in all deliverables.

• Ability to work independently and collaboratively in a fast-paced environment.

• Commitment to continuous learning and process improvement.

Application Process

If you meet the qualifications and are passionate about delivering high-quality ServiceNow solutions, we encourage you to apply. Please note that only qualified candidates will be contacted.

JWay Group is proud to be an Equal Opportunity Employer. We value diversity and are committed to fostering an inclusive and supportive workplace for all.