PS Service Now System Administrator

Ulta Beauty, Inc. • Bolingbrook, IL

13h • Hybrid

About The Position

The People Success (PS) ServiceNow System Administrator is responsible for the day-to-day administration, optimization, and functional ownership of the ServiceNow HR Service Delivery (HRSD) platform. This role combines hands-on system administration with product ownership, governance, and operational oversight to ensure HR services are delivered efficiently, securely, and at scale.
Acting as the primary liaison between HR, HRIT, and the ServiceNow Platform team, this role ensures HR processes are effectively translated into system capabilities, integrations are well-defined, and the employee experience is continuously improved.

Requirements

• 3+ years of ServiceNow HRSD administration, functional ownership, or product ownership experience.
• Strong understanding of HR processes, HR service delivery models, and HR data privacy requirements.
• Experience configuring HRSD modules, workflows, knowledge, reporting, and notifications.
• Familiarity with integrations between ServiceNow and HR systems such as SuccessFactors or other HCM platforms.
• Experience working in a scaled, cross-functional operating model with HR, HRIT, Platform, and Security teams.
• Strong stakeholder partnership and communication skills.
• Ability to balance strategic ownership with hands-on system administration.
• Analytical mindset with attention to detail and continuous improvement.
• Comfort navigating governance, security, and compliance requirements in a complex enterprise environment.

Nice To Haves

• ServiceNow HRSD Administrator or related certification.
• Experience supporting Employee Document Management or Employee Files.

Responsibilities

• Own day-to-day HRSD operations, content management, and functional health of the platform.
• Serve as the functional owner for HRSD modules including Case Management, Knowledge Management, Employee Center, Lifecycle Events, Catalog Items, and Notifications.
• Act as the primary point of contact between HR, HRIT, Platform, and IT Security teams for HRSD-related activities.
• Configure and maintain HR Services, Case and Contact Types, HR Catalog Items, Knowledge Articles, banners, and HR notifications.
• Manage HR Lifecycle Events steps and HR-specific data imports
• Define and manage HRSD roles, groups, and access criteria in partnership with IT Security.
• Partner with IT to support HR data privacy configurations and ensure appropriate handling of sensitive data.
• Provide functional input into Business Requirements Documents (BRDs) for HR-related integrations.
• Submit enhancement and defect requests through Demand Triage (IT Shimmer Demand) and participate in ticket log and Demand Board meetings as needed.
• Monitor HR case volumes, SLAs, and performance metrics.
• Conduct trend analysis to identify process improvement opportunities.
• Own the HR knowledge lifecycle, including governance and ongoing content optimization.
• Provide Tier 1 and Tier 2 HRSD functional support and participate in problem management efforts related to service degradation or platform issues.
• Build, maintain, and support simple HR workflows and Flow Designer automations within HRSD
• Partner with HRIT and Platform teams on complex workflows, scripting, and automation efforts
• Participate in Change Advisory Board (CAB) reviews for HRSD changes.
• Own HRSD User Acceptance Testing (UAT) and coordinate agent and end-user training in partnership with the Platform Product Owner.
• Participate in PI planning and backlog prioritization to ensure HR priorities are appropriately represented.
• Drive continuous HR process improvements through system enhancements and optimization.
• Ensure HR data handling aligns with company privacy policies and compliance requirements.
• Define HR content access criteria and partner with IT and Security teams to enforce technical controls.
• Support audit activities and compliance reviews related to HRSD.
• Create and maintain HR dashboards, reports, and service metrics.
• Monitor SLA trends and service performance to inform operational decisions.
• Partner with the Platform team to schedule and distribute reports, as report-sharing functionality is restricted.
• Conduct and manage UAT for HRSD changes and validate HR process impacts.
• Provide feedback on platform upgrades and releases impacting HRSD.
• Test configuration changes in lower environments prior to UAT and Production.
• Ensure HRSD configuration work is tracked in Jira and migrated via approved update sets or deployment pipelines (subject to access model).
• Serve as an Employee File Management (EFM) Administrator, including ownership of document configuration, access, and governance.

Benefits

• Full-time positions are eligible for paid time off, health, dental, vision, life and disability benefits.
• Part-time positions are eligible for dental, vision, life, and disability benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees