Service Desk System Administrator

ERNI  is a fast-growing Software Development company headquartered and founded in Switzerland in 1994, with more than 800 employees. We are highly specialized in IT & software engineering to enable and deliver innovation in process and technology. Our first service center in Asia Pacific is in Metro Manila (Mandaluyong) from where we provide our service to Europe, APAC incl. our local market Philippines, and USA regions. We are now geared towards expansion and are looking for highly motivated joiners.

WHY ERNI is the best place to call HOME? 

•   At ERNI,  this is how we can support you;  ALL  company  PERKS AND BENEFITS  take effect  UPON HIRING!

• Contract : there is always a project and opportunity for you.

• Personal Development and Travel Opportunities outside the Philippines.

• Baby Basket  – to welcome your newborn to the ERNI family.

• Fruit Basket – boost of vitamins during hospitalization.

• Free snacks and coffee in the office

  UNLOCKING NEW DOORS OF   GROWTH & OPPORTUNITIES

• Free Training with Certifications : Grow with us through technical and non-technical training.

• Challenging Projects:  ERNI is dedicated to developing high-quality software in complex technical environments such as MedTech, Industry, Finance, and Transportation. Have the chance to participate in various technically challenging projects amongst passionate and skilled colleagues.

• Employee Welfare:  You will be guided by a group of people who will guide and support you to have the right tools and mindset.

• Promotions & Recognition:  From the very first day, we offer you a way to learn and develop yourself in our company. Your colleagues and superiors consistently recognize and appreciate all efforts, making you feel satisfied with your achievements.

• Communication:  You will find transparency, honesty, and open communication in our working culture. we value suggestions, opinions, and feedback from all employees.

⏱  FLEXIBILITY

• Hybrid Set-Up:  We are combining both remote work and in-person work. The hybrid setup will allow you to reduce commuting time and have a more flexible work schedule. This will help you to manage better your work-life balance.

 EVENTS:

• We provide many opportunities to connect and build relationships. We are learning, growing, and celebrating achievements together. You will experience a wide range of different exciting activities. What to expect? Leisure Events, Summer Events, Family Events, Social Events, and Year-End Events.

What are our wishes?

• 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.

• Experience in ServiceNow HR Service Delivery (HRSD) is preferred or equivalent technical experience in other enterprise modules such as ITSM (IT Service Management) or CSM (Customer Service Management).

Technical Knowledge

• Solid working knowledge of ServiceNow configuration, including service catalog maintenance, record producers, knowledge management, employee journey, and user administration.

• Experience with Flow Designer and workflow automation.

• Familiarity ServiceNow’s Employee Document Management is an advantage.

• Advanced proficiency in JavaScript, Glide API, Business Rules, Client Scripts, and Script Includes.

• Strong understanding of platform security, including setting up ACLs, Role-Based Access Control, and managing user/group visibility to protect sensitive data.

• Ability to recognize and mitigate technical debt, prioritizing out-of-the-box (OOTB) functionality to ensure the platform remains scalable, maintainable, and upgradeable.

• Experience building and maintaining API-based integrations (REST/SOAP) and developing Service Portal components (HTML, CSS, Widgets).

• Experience managing deployment lifecycles, using Update Sets, executing automated tests (ATF), and performing regular maintenance across environments.

• Familiarity ServiceNow’s Employee Document Management is an advantage.

Coordination and Analysis Skills

• Ability to assess and translate business requirements into platform configurations.

• Ability to manage workstreams across cross-functional teams, ensuring tasks are delivered on time and technical roadblocks are escalated appropriately.

• Experience with both Waterfall and Agile software development methodologies (Scrum or Kanban preferred).

Communication and Stakeholder Engagement

• Strong oral and written communication skills in English.

• Ability to convey technical and non-technical information to diverse stakeholders to ensure everyone is aligned.

Certification (if applicable)

• ServiceNow Certified System Administrator (CSA) is required.

• Certified Implementation Specialist (CIS-HRSD) or equivalent ServiceNow certification is a distinct advantage.

  How can you contribute to the team?

1. Build and maintain service catalog items, record producers, and workflows. Use advanced scripting (Business Rules, Script Includes, Client Scripts) to implement requirements while following ServiceNow best practices.

2. Configure HRSD-specific components, including Lifecycle Events, HR criteria, and user criteria. Map HR business needs into stable technical configurations.

3. Manage Access Control Lists (ACLs), data policies, and security settings to ensure data privacy and correct user visibility within the HRSD portal.

4. Review change requests to determine technical feasibility. Prioritize out-of-the-box (OOTB) functionality to ensure the system remains upgradeable and easy to maintain.

5. Create and generate pertinent reports and dashboards for HRSD.

6. Maintain a clean, scalable codebase. Document all custom developments so they are easy for the ITD team to support based on ITD platform guidelines.

7. Refine service catalogs and document management structures. Resolve technical defects and ensure smooth integration with the broader ServiceNow ecosystem.

8. Collaborate with the ITD team to evaluate technical changes. Ensure all modifications respect the core architecture of the platform.

9. Manage the migration of technical work across environments (Dev/Test/Prod). Execute testing and validation protocols to ensure successful delivery.

10. Provide updates on development progress, system performance, and the resolution of technical issues to relevant stakeholders.

11. Any other task that may be assigned relevant to the scope of work.