Description

• System Management: Oversee and administer the Global Snow software, including system configuration, user access management, and integration with other systems or platforms.
• System Optimization: Continuously evaluate the SNow to identify areas for improvement and implement enhancements to streamline processes, increase efficiency, and enhance the user experience. Works closely with vendor resources to implement ongoing roadmap of products and modules to be evaluated and implemented globally for RES. Handles impact analysis and deployment of features that support multiple countries, regions, and languages. Responsible for ensuring effective integration of global data streams, ensuring compliance with diverse international regulations, and coordinating with teams in different countries.
• User Support and Training: Provide training in a train the trainer model on SNow functionalities, best practices, and system usage. Serve as the primary architect of system and resolving user project and enhancement requests. This role will partner with IT, Stakeholders, HR and people leaders globally to identify and document solutions which will assist in optimizing processes and procedures for efficiency. The role produces and/or reviews technical documentation necessary to facilitate usage and adoption of SNow including user and admin guides.
• Data Integrity and Reporting: Ensure the accuracy and integrity of HR data within the systems, maintain data privacy and security, and generate reports and metrics for analytics and reporting purposes. Maintain update and enhance global practices, configuring the system to comply with global laws and regulations.
• System Changes: Manage ServiceNow queue requests and incidents to provide solutions and knowledge management for global teams.
• Vendor Management: Liaise with ServiceNow support and other relevant vendors to escalate and resolve system-related issues, manage upgrades or system enhancements, and stay up to date with new features or releases. Assess new releases and provide direction on adopting new features as appropriate. Supervise vendor in completing deliverables and enhancements. Act as a subject matter expert for SNow recommendations.
• Compliance and Governance: Stay informed about relevant with applicable laws and regulations, and coordinate with legal and compliance teams to ensure compliance with data privacy and security regulations (e.g., GDPR, CCPA), and maintain documentation of processes and procedures. Tests and documents functionality for global optimization.
• Lead a team of other SNow Systems analysts to oversee the overall maintenance and health of the platform.
• Attends work regularly and punctually, as scheduled or expected.
• Complies with Employee Handbook, Code of Conduct and Company Policies & Procedures.

• Demonstrated experience in directly working with and supporting Human Resources, Information Technology, or a closely related field. Plans and directs the establishment and ongoing Snow initiatives to support short- and long-range goals. Oversees the specification, development, and implementation of new or redesigned system, reports and policies and procedures for internal use. Manages relationships with vendors and ensures the development of proper training and documentation for system use and maintenance. Often consults with other divisions or department management in developing company-wide planning and reporting functions. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
• Manages the development, installation, testing, and modification of SNow modules and systems. Assesses organizational needs and current configuration and offerings and makes recommendations for improvements or new offerings. Establishes procedures for updating, validating, and correcting of sensitive data stored in the system. Manages the creation of system documentation or training programs.
• Analyzes, designs, develops, tests, and implements programs to meet special and on-going needs of client base for system functionality, getting user input.
• Anticipates future needs and ensures solutions are in place to meet the organization's needs. Consults with managerial and systems analysis personnel to clarify program intent, identify problems, suggest changes. Oversees preparation of programs to process data and solve problems.
• Revises or directs revision of existing programs to increase operating efficiency or adapt to new requirements. Compiles documentation of program development and subsequent revisions.
• Collaborates with software vendors and users to assure support in meeting the clients objectives.
• Familiarity with business processes. Experience with system integrations, API management, and data migration is a plus. Provides timely and high-quality support through troubleshooting, research, and resolution.

• In-depth knowledge of business processes across multiple disciplines and technologies. Analyzes, designs, develops, tests, and implements programs to meet special and on-going needs of clients, getting user input.
• Strong analytical and problem-solving skills, with the ability to troubleshoot system issues and implement solutions. May assign, coordinate, and review work of assigned programming.
• Excellent attention to detail and data management skills to ensure data accuracy and compliance. Prepares end-user documentation or training materials as needed. Performs work under minimal supervision. Handles complex issues and problems and refers only the most complex issues to higher-level staff. Possesses comprehensive knowledge of subject matter.
• Provides leadership, coaching, and/or mentoring to a subordinate group. May act as a lead or first-level supervisor.
• Ability to collaborate effectively with cross-functional teams and communicate complex technical information to non-technical users.
• Attends training sessions as requested and participate in on-call and after-hours incident response escalation rotation per IT policy.

• Presents, supports, and leads-by-example with a safety and quality-oriented attitude.
• Leads by example to show that safety is the most important function, ensuring that all employees follow safe practices while working.
• Accountable to continually reinforce safe behaviors and correct “at risk” behaviors.
• Adheres to and ensures all site team members understand standard operating procedures.
• Leads and supports the support team and clients in technical, quality and safety, utilizing system in place.

• Fosters and demonstrates a workplace inclusive of creating opportunity, serving others, building trust, innovation, and exceeding expectations.
• Manages one or more direct reports.
• Participates in hiring and selection process to fill positions on the team.
• Communicates regularly with direct reports on goals, accomplishments, and information on policies.
• Demonstrates leadership and expertise in eyes of client group.

• Provides tasks and assignments that challenge and stretch employees’ responsibilities.
• Conducts regular discussions with employee(s) on personal development. Comfortable with empowering others.
• Conducts timely, effective performance reviews in accordance with RES guidelines.

• Bachelor's degree in information systems, human resources, or related field, required; OR equivalent work experience.
• 3 or more years of ServiceNow Administration experience, required.
• 3 or more years of management or team lead experience, preferred.
• Ability to travel 5-15% domestically and internationally.

• Medical, Dental and Vision
• Health Savings Account with employer contribution
• Flexible Spending Accounts
• 4x pay Basic Life and Voluntary Life
• Short and Long Term Disability
• Accident, Hospital, and Critical Illness
• 401 (k) plan with 6% company match
• 4 weeks Paid Time Off (PTO) and 10 Paid Holidays
• Tuition Reimbursement and Green Car Reimbursement
• Volunteer and Charity Matching
• Paid Parental Leave and Paid Sabbatical Leave
• Employee Referral Bonus
• Employee Discounts and Wellness programs
• Wellness Reimbursement