About the position
Job Description:
A ServiceNow Technology/Domain Specialist is responsible for designing and implementing ServiceNow solutions that meet the needs of their organisation. This role requires a deep understanding of ServiceNow's capabilities and a strong understanding of the business processes and requirements of the organisation. This role ensures proper data segregation, security, and governance across multiple business units or entities while maintaining platform performance and compliance.
Key Responsibilities:
- Solution Design: Work closely with Product Owners, Platform Team, HR Operations, and Security stakeholders to understand business requirements and design a ServiceNow solution that meets those requirements. Establish data partitioning patterns for records, attachments, knowledge, catalogue items, and case data
- Implementation: Responsible for implementing the ServiceNow solution, working with developers, administrators, and other stakeholders to ensure a successful implementation. Collaborate with Security, Risk, and Compliance to embed policies and controls for PII/PHI and sensitive data (aligned to POPIA/GDPR and internal standards). Configure domain-specific roles, ACLs, data policies, contextual security, and assignment rules to enforce least-privilege access.
- Integration: Responsible for integrating ServiceNow with other systems in the organisation, such as HR or IT systems.
- Customisation: Customise ServiceNow to meet the specific needs of the organisation, developing custom applications, workflows, and integrations. Define and track data residency, retention, and segregation rules across regions/entities
- Testing: Responsible for testing the ServiceNow solution to ensure it meets requirements and functions as expected, leveraging automated testing frameworks. Optimise queries, indexing, and caching for domain-heavy tables and high-volume records
- Documentation: Create documentation of the ServiceNow solution, including requirements, technical design, and implementation details.
- Training: Provide training to end-users and administrators to ensure successful adoption and use of the ServiceNow solution.
Education:
- Bachelor's degree in Computer Science, Information Systems, or a related field
Requirements, Skills and Experience:
- 8+ years of relevant experience with 4–6+ years on ServiceNow
- Knowledge of HSRD Implementation (preferably)
- Completed ServiceNow Certifications (preferably)
- Experience in designing, implementing and integrating ServiceNow solutions (with other IT Systems e.g. SAP SuccessFactors)
- Experience with ServiceNow development, including custom applications, workflows, and integrations
- Knowledge of ServiceNow architecture, including modules, databases, and security
- Strong communication skills, including the ability to communicate technical information to non-technical stakeholders
- Ability to work in a team environment and collaborate with stakeholders at all levels of the organisation
- Strong problem-solving skills and ability to think creatively to design solutions. ServiceNow certification is preferred but not required
Desired Skills:
- Systems Analysis
- Complex Problem Solving
- Programming/configuration
- Critical Thinking
- Time Management
