Job Summary
Client is seeking an experienced ServiceNow contractor to design, configure, and implement a secondary Payroll Help Desk solution in ServiceNow. The solution must be developed within the existing ServiceNow instance without using Domain Separation. The contractor should leverage a scoped application and appropriate data segregation controls (ACLs, roles, and business logic) to logically separate Payroll Help Desk data from other ServiceNow applications. The solution should be built using the existing ServiceNow platform and available licensing.
Job Responsibilities
- Discovery & Planning
- Requirements gathering workshops • Current-state and future-state process documentation • Solution design document • Project implementation plan
- Design & Build
- Configured ServiceNow Help Desk solution • Scoped application • Configured workflows and automation • Security role and access design • Forms, catalog items, dashboards, and reports • Integration configurations (if applicable)
- Documentation
- Technical design documentation • Configuration documentation • Data model documentation • Workflow diagrams • Knowledge transfer materials
- Testing
- Test plan • Test scripts • UAT support documentation • Defect log and remediation documentation
- Deployment
- Deployment plan • Production migration documentation • Final project summary and recommendations • Knowledge Transfer
- Administrator training sessions
- Support team handoff • Comprehensive system walkthrough
Basic Qualifications
- 4+ years of ServiceNow development and admin experience
- Proven experience implementing IT Service Management (ITSM) and Help Desk solutions in ServiceNow.
- Strong understanding of scoped application development.
- Experience implementing and maintaining advanced data separation strategies, including role-based access controls (RBAC), ACL design, least-privilege security models, and data governance best practices.
- Experience designing custom workflows and data models.
- Proficiency with JavaScript and ServiceNow scripting.
Preferred Qualifications
- Experience implementing ServiceNow Customer Service Management (CSM) solutions for non-IT business functions such as Human Resources, Finance, Payroll, Benefits, or shared services.
