System Administrator (HR Service Desk)

System Administrator (HR Service Desk) Req number: R8500 Employment type: Full time Worksite flexibility: Onsite Who we are CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Job Summary As a System Administrator (HR Service Desk), you will be responsible for the technical administration, configuration, development, and maintenance of the ServiceNow HR Service Delivery (HRSD) platform. You will translate HR business requirements and operational needs into scalable ServiceNow solutions while ensuring platform security, stability, and alignment with enterprise standards. Job Description We are looking for a System Administrator (HR Service Desk) who will provide technical expertise in administering, configuring, and enhancing ServiceNow HR Service Delivery solutions. The role will work closely with HR and IT teams to develop service catalog items, automate workflows, manage platform security, support integrations, and ensure the reliable delivery of HR technology services. This position will be full-time and onsite in Mandaluyong City. The ideal candidate has hands-on experience with ServiceNow administration and development, with strong knowledge of HRSD or other enterprise ServiceNow modules. You should have advanced JavaScript skills, a strong understanding of platform security and integrations, and the ability to translate business requirements into maintainable and scalable technical solutions. What You’ll Do Configure, develop, and maintain ServiceNow HR Service Delivery solutions based on business and operational requirements Build and maintain service catalog items, record producers, workflows, and automated processes Develop advanced ServiceNow scripts using Business Rules, Client Scripts, Script Includes, and Glide API Configure HRSD components including Lifecycle Events, HR Criteria, and User Criteria Manage Access Control Lists, roles, data policies, and user visibility to protect sensitive HR information Review and assess change requests and recommend scalable solutions that prioritize out-of-the-box ServiceNow functionality Develop and maintain reports and dashboards to monitor HRSD performance and service operations Maintain technical documentation for configurations, custom developments, integrations, and platform processes Identify and address technical debt while ensuring ServiceNow solutions remain scalable, maintainable, and upgradeable Develop and maintain REST and SOAP integrations with ServiceNow and external enterprise applications Support Service Portal components, including HTML, CSS, and ServiceNow widgets Manage application deployments across development, testing, and production environments using Update Sets and established deployment practices Execute testing and validation activities using Automated Test Framework (ATF) and other testing approaches Troubleshoot and resolve technical defects, integration issues, and platform-related problems Collaborate with ITD and HR stakeholders to evaluate technical changes and ensure alignment with platform architecture and governance standards Provide regular updates on development progress, system performance, technical issues, and remediation activities What You’ll Need Required: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field 3–5 years of professional experience building, maintaining, and deploying solutions on the ServiceNow platform ServiceNow Certified System Administrator (CSA) certification Strong experience with ServiceNow configuration, administration, and development Experience with ServiceNow HR Service Delivery (HRSD) or equivalent experience with enterprise modules such as ITSM or CSM Advanced proficiency in JavaScript, Glide API, Business Rules, Client Scripts, and Script Includes Experience with ServiceNow Service Catalog, Record Producers, Knowledge Management, Employee Journey, and User Administration Experience with Flow Designer and workflow automation Strong understanding of ServiceNow security, including ACLs, role-based access control, and user and group visibility Experience developing and maintaining REST and SOAP integrations Experience with ServiceNow Service Portal components, including HTML, CSS, and widgets Experience managing ServiceNow deployment lifecycles using Update Sets Experience with Automated Test Framework (ATF) and testing across ServiceNow environments Ability to translate business requirements into effective ServiceNow configurations Strong analytical, troubleshooting, and problem-solving skills Excellent written and verbal communication skills in English Ability to work effectively with technical and non-technical stakeholders Preferred: Certified Implementation Specialist – HR Service Delivery (CIS-HRSD) Experience with ServiceNow Employee Document Management Experience identifying and reducing technical debt through the use of out-of-the-box ServiceNow functionality Experience working with Agile methodologies such as Scrum or Kanban Experience working in enterprise IT environments with formal governance and change management processes Physical Demands Ability to safely and successfully perform the essential job functions Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor Reasonable accommodation statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 – 8111.