Senior ServiceNow Platform Developer - Systems and Analytics, Department of Human Resources

Job Description

The Department of Human Resources (DHR) is seeking a Senior ServiceNow Platform Developer (1043), specializing in HRSD Workflows and Employee Journey Management to contribute to technical software development of applications that streamline Citywide HR case management, employee experiences, and end-to-end HR processes. This role will do technical configuration, customization, and implementation of new features and enhancements to HR services, workflows, integrations, and reporting/analytics in the DHR ServiceNow HRSD instance. The role partners with senior technical leaders and architects to understand and implement requirements in ServiceNow HRSD.

The Senior ServiceNow Platform Developer (1043) will: 

• Configure, enhance, and maintain applications within the ServiceNow HR Service Delivery (HRSD) product, including HR Case management, Configurable Workspaces, Knowledge, Employee Document Management, Employee Center Pro, and Employee Journeys 

• Lead development projects on HR Case, Knowledge, Employee Document Management 

• Design and build HR Services, HR Templates, COEs, Record Producers, Catalog Items, and HR Case Workflows using Flow Designer and/or Workflow Editor 

• Design and build UI actions, related lists, Workspace components, and form/panel configurations in HR Agent Workspace 

• Implement HR Criteria, Role Assignment Rules, and user/group/role logic (including criteria-based role assignment) for secure and accurate access control 

• Design, develop, and maintain Business Rules, Script Includes, Client Scripts, UI Policies, UI Actions, ACLs, and other platform automation aligned with HRSD processes 

• Co-lead unit testing, UAT support, incident resolution, and ongoing platform optimization for HRSD and system-wide 

• Create and maintain data imports, transform maps, data migration scripts, and ETL logic for HR data models and COE-specific tables 

• Troubleshoot complex issues related to case routing, HR services, configurable workspaces, platform analytics, scope-to-scope security, and role-based access controls. 

• Co-lead regular ServiceNow platform upgrades, including but not limited to plug-ins, patches, and family upgrades. 

• Collaborate with HR business stakeholders to translate requirements into user stories, system design, and technical specifications. 

• Ensure compliance, data privacy, and security related to employee records and personnel data across HRSD modules and system-wide 

• Collaborate with the Product Delivery Team in planning and delivering product rollout communications and trainings to support successful adoption. 

Qualifications

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.

Class Specifications for 1043-Technology Engineer - Senior

Education: An associate degree in computer science, computer engineering, information systems, or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in one of the fields above or a closely-related field].

Experience: Three (3) years of experience analyzing, installing, configuring, enhancing, and/or maintaining the components of a system or platform.

Substitution: One year of additional experience as described above may be substituted for the required degree.

Completion of the 1010 Information Systems Trainee Program may be substituted for the re-quired degree.

Desired Qualifications: 

• Minimum of 5 years of experience with ServiceNow. 

• Deep understanding of ServiceNow system architecture demonstrating the ability to weigh the pros and cons of solutions with attention to long-term sustainability and platform health. 

• Advanced technical experience with ServiceNow HRSD is required, including Enterprise plugins such as Agent Workspace, Employee Document Management, Employee Relations, Employee Journeys, Content Experiences, Platform Analytics, and Employee Center Pro. 

• Experience building products within or partnering with enterprise-level organizations is required; experience specifically with public-sector organizations with diverse employee bases is desirable. 

• Demonstrated ownership of application development within ServiceNow and experience with custom scoped applications.  

• Experience with platform data integrations, transforms, ETL, REST APIs, and Integration Hub where PII and confidential information is in transit. 

• Advanced ServiceNow certifications including CIS-HR, ArchX, CTA, or CMA are desired. 

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Review SF Careers Employment Applications for considerations taken when reviewing applications.

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://careers.sf.gov/knowledge/experience-education/.

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

Additional Information

Selection Procedure: Applications will be reviewed for relevant qualifying experience. Only those applicants who most closely meet the requirements for this position will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed an invitation to interview.

Additional Information Regarding Employment with the City and County of San Francisco:

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity
• Disaster Service Worker
• ADA Accommodation
• Right to Work
• Copies of Application Documents
• Diversity Statement

Where to Apply

All job applications for the City and County of San Francisco must be submitted through our online portal. Please visit https://careers.sf.gov/ to begin your application process.

Computers are available for the public (9:00 a.m. to 4:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor and at the City Career Center at City Hall, 1 Dr. Carlton B. Goodlett Place, Room 110.

Ensure your application information is accurate, as changes may not be possible after submission. Your first and last name must match your legal ID for verification, and preferred names can be included in parentheses. Use your personal email address, not a shared or work email, to avoid unfixable issues.

Applicants will receive a confirmation email from [email protected] that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

Exempt Employment

This role is exempt from the San Francisco Civil Service Rules, and employment is at the discretion of the appointing officer for a period of not-to-exceed three years. (Category 18)

If you have any questions, you may contact Maggie McHale at [email protected]. 

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.