Senior ServiceNow Platform Developer (1043) - Systems and Analytics - Department of Human Resources

City and County of San Francisco•San Francisco, CA

5d•Hybrid

About The Position

The Department of Human Resources (DHR) is seeking a Senior ServiceNow Platform Developer specializing in HRSD workflows and employee journey management. The role contributes to technical software development for applications that streamline Citywide HR case management, employee experiences, and end-to-end HR processes. It configures, customizes, and implements features and enhancements to HR services, workflows, integrations, and reporting and analytics in DHR’s ServiceNow HRSD instance, working with senior technical leaders and architects to translate requirements into implementations. The position supports ServiceNow HRSD capabilities including HR Case Management, Configurable Workspaces, Knowledge, Employee Document Management, Employee Center Pro, and Employee Journeys. It also supports integrations, platform automation, secure access control, data migration and transformation, testing, incident resolution, platform upgrades, compliance, and adoption communications and training. The work arrangement is hybrid remote one day per week and onsite four days per week. The position is exempt from San Francisco Civil Service Rules, is at the appointing officer’s discretion, and is for a period not to exceed three years.

Requirements

Meet the minimum qualifications for the 1043 Technology Engineer - Senior classification: an associate degree in computer science, computer engineering, information systems, or a closely related field, or equivalent qualifying credits; alternatively, one additional year of qualifying experience may substitute for the degree, as may completion of the 1010 Information Systems Trainee Program.
Three years of experience analyzing, installing, configuring, enhancing, and/or maintaining components of a system or platform.
Advanced technical experience with ServiceNow HRSD.
Experience with ServiceNow HRSD enterprise plugins, including 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.
Demonstrated ownership of application development within ServiceNow and experience with custom scoped applications.

Nice To Haves

At least five years of experience with ServiceNow.
Deep understanding of ServiceNow system architecture and ability to weigh solution tradeoffs with attention to long-term sustainability and platform health.
Experience with public-sector organizations and diverse employee populations.
Experience with platform data integrations, transforms, ETL, REST APIs, and Integration Hub involving personally identifiable and confidential information in transit.
Advanced ServiceNow certifications such as CIS-HR, ArchX, CTA, or CMA.

Responsibilities

Configure, enhance, and maintain ServiceNow HRSD applications, including HR Case Management, Configurable Workspaces, Knowledge, Employee Document Management, Employee Center Pro, and Employee Journeys.
Lead development projects involving HR Case, Knowledge, and 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 and panel configurations in HR Agent Workspace.
Implement HR Criteria, Role Assignment Rules, and user, group, and role logic, including criteria-based role assignment, to support secure and accurate access control.
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, support user acceptance testing, resolve incidents, and continuously optimize HRSD and the broader system.
Create and maintain data imports, transform maps, data migration scripts, and ETL logic for HR data models and COE-specific tables.
Troubleshoot complex issues involving case routing, HR services, configurable workspaces, platform analytics, scope-to-scope security, and role-based access controls.
Co-lead ServiceNow platform upgrades, including plug-ins, patches, and family upgrades.
Collaborate with HR business stakeholders to translate requirements into user stories, system designs, and technical specifications.
Ensure compliance, data privacy, and security for employee records and personnel data across HRSD modules and the wider system.
Collaborate with the Product Delivery Team on rollout communications and training to support successful product adoption.