ServiceNow Analyst

About the Role

We are seeking a Sr. ServiceNow HRSD Developer to serve as FME's primary internal technical resource for our HRSD implementation as the client-side integration specialist and ServiceNow developer

Fresenius Medical Care is a global leader in renal care products and services, dedicated to improving patient quality of life. Our Enterprise Tools team owns the ServiceNow platform and is undertaking a major HRSD implementation to replace the legacy Dovetail case management system along with People Doc with a modern, scalable, employee-centric HR service delivery platform.

Key capabilities will include Employee Relations, Employee Center Pro, HR Agent Workspace, Employee Document Management (replacing PeopleDoc and OnBase), Knowledge Management (with SharePoint external source), Universal Requests, Workday HCM integration, Internationalization (3 languages), Dynamic Translations, Data Migration from Dovetail, and OCM.

Key Responsibilities

HRSD Capabilities

• Serve as FME's Integration Specialist and ServiceNow Developer for HRSD.
• Manage the Workday HCM integration development: API endpoints, OAuth credentials, OOB flow/subflow/action configuration (Spoke, RaaS), data mapping and transform maps, and integration scheduling.
• Review and validate all configurations across Case Management (40 HR services, 50 assignment rules, 28 SLAs), Employee Relations, Employee Center Pro, HR Agent Workspace, Universal Requests, and EDM.
• Support Employee Document Management configuration: Document Types, Security Policies, Retention Policies, Advanced Forms templates (low/medium/high complexity), and Bulk Document Import from PeopleDoc and OnBase via SFTP.
• Support Knowledge Management configuration: Knowledge Bases, Categories, Workflows, Article imports (up to 100), and SharePoint External Content Integration.
• Own Internationalization and Dynamic Translation configuration: localization properties, language activation (up to 3 + English), field/label export/import cycles, and Dynamic Translation Framework.
• Manage update set lifecycle on the client side: Dev → Test → Prod promotions, preview error resolution, and adherence to FME naming conventions.
• Build and execute ATF test suites; co-develop UAT test scripts to triage and track defects (Critical / High / Medium / Low) to resolution within sprint cadences.
• Participate in all workshops, sprint reviews, stand-ups, and retrospectives and ceremonies.
• Maintain and enhance Employee Center Pro portal branding, taxonomy, widget configuration, and audience targeting.
• Develop and maintain HR Agent Workspace lists, form layouts, AWA routing, and workspace communications.
• Build and maintain Flow Designer flows, Business Rules, Client Scripts, UI Policies, and custom Inbound Actions for HRSD.
• Manage ongoing Workday integration health, error handling, and field mapping updates as HR data structures evolve.
• Maintain EDM security and retention policies; oversee Advanced Forms template lifecycle.
• Build and maintain HRSD dashboards, reports, and interactive filters for HR operations visibility.

Required Qualifications

• 6+ years of ServiceNow development and administration experience in enterprise environments.
• 3+ years of direct HRSD experience — Case Management, Employee Center, HR Agent Workspace, and/or EDM.
• Proven experience with ServiceNow integrations: REST/SOAP APIs, Integration Hub, Spoke framework, OAuth, and transform maps. Workday HCM integration experience strongly preferred.
• Hands-on experience with Employee Document Management, Advanced Forms, and Bulk Document Import.
• Knowledge Management configuration including external content sources (SharePoint).
• Experience with ServiceNow Internationalization and/or Dynamic Translation Framework.
• Expert-level JavaScript, GlideScript, Flow Designer, Business Rules, Client Scripts, and ACL configuration.
• Experience managing update sets across multi-instance environments (Dev / Test / Prod) including preview error remediation.
• Experience working within hybrid-agile implementation frameworks alongside an SI partner.
• Strong communication skills; able to represent technical decisions to HR business owners and non-technical stakeholders.

Preferred Qualifications

• Experience with Universal Requests and cross-departmental routing (Incident → HR Case transfers).
• Experience replacing legacy HR case management systems (Dovetail, ServiceNow HRSD migration, or equivalent). Is a plus.
• Experience with Employee Relations case configuration (Allegation Types, ER-specific security).
• NOW Mobile / Agent Mobile App configuration experience.
• Virtual Agent / Conversational AI configuration — scoped for future roadmap.
• Healthcare or life sciences environment experience; GDPR / data privacy compliance awareness.

Certifications

Certified ServiceNow Administrator (CSA) - Required

Certified Application Developer (CAD) - Required

CIS — HR Service Delivery (HRSD) - Strongly Preferred

CIS — Employee Document Management (EDM) -Preferred

Micro-Cert — Employee Center Pro -Preferred

Micro-Cert — Agile and Test Management -Preferred

Micro-Cert — Automated Test Framework (ATF) -Preferred

ITIL 4 Foundation -Preferred