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About the Role

The Department of Human Resources (DHR) is seeking a Senior ServiceNow Platform Developer specializing in HRSD Workflows and Employee Journey Management to streamline Citywide HR case management, employee experiences, and end-to-end HR processes. This role involves technical configuration, customization, and implementation of new features and enhancements to HR services, workflows, integrations, and reporting/analytics within the DHR ServiceNow HRSD instance, partnering with senior technical leaders and architects.

Responsibilities

Configure, enhance, and maintain applications within the ServiceNow HR Service Delivery (HRSD) product, including HR Case management, Configurable Workspaces, Knowledge, Employee Document Management, Employee Center Pro, and Employee Journeys
Lead development projects on HR Case, Knowledge, 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/panel configurations in HR Agent Workspace
Implement HR Criteria, Role Assignment Rules, and user/group/role logic for secure and accurate access control
Design, 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, UAT support, incident resolution, and ongoing platform optimization for HRSD and system-wide
Create and maintain data imports, transform maps, data migration scripts, and ETL logic for HR data models and COE-specific tables
Troubleshoot complex issues related to case routing, HR services, configurable workspaces, platform analytics, scope-to-scope security, and role-based access controls
Co-lead regular ServiceNow platform upgrades, including plug-ins, patches, and family upgrades
Collaborate with HR business stakeholders to translate requirements into user stories, system design, and technical specifications
Ensure compliance, data privacy, and security related to employee records and personnel data across HRSD modules and system-wide
Collaborate with the Product Delivery Team in planning and delivering product rollout communications and trainings to support successful adoption

Requirements

An associate degree in computer science, computer engineering, information systems, or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in one of the fields above or a closely-related field]
Three (3) years of experience analyzing, installing, configuring, enhancing, and/or maintaining the components of a system or platform
One year of additional experience as described above may be substituted for the required degree
Completion of the 1010 Information Systems Trainee Program may be substituted for the required degree
Minimum of 5 years of experience with ServiceNow
Deep understanding of ServiceNow system architecture demonstrating the ability to weigh the pros and cons of solutions with attention to long-term sustainability and platform health
Advanced technical experience with ServiceNow HRSD is required, including Enterprise plugins such as 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 is required; experience specifically with public-sector organizations with diverse employee bases is desirable
Demonstrated ownership of application development within ServiceNow and experience with custom scoped applications
Experience with platform data integrations, transforms, ETL, REST APIs, and Integration Hub where PII and confidential information is in transit

Skills

ServiceNow HRSD
HR Workflows
Employee Journey Management
Technical software development
HR case management
Employee experiences
End-to-end HR processes
Technical configuration
Customization
Implementation of new features and enhancements
HR services
Integrations
Reporting/analytics
ServiceNow HRSD instance
HR Case management
Configurable Workspaces
Knowledge
Employee Document Management
Employee Center Pro
Employee Journeys
Flow Designer
Workflow Editor
UI actions
Related lists
Workspace components
Form/panel configurations
HR Agent Workspace
HR Criteria
Role Assignment Rules
User/group/role logic
Business Rules
Script Includes
Client Scripts
UI Policies
UI Actions
ACLs
Platform automation
Unit testing
UAT support
Incident resolution
Platform optimization
Data imports
Transform maps
Data migration scripts
ETL logic
HR data models
COE-specific tables
Case routing
Platform analytics
Scope-to-scope security
Role-based access controls
ServiceNow platform upgrades
User stories
System design
Technical specifications
Compliance
Data privacy
Security
Product rollout communications
Trainings
ServiceNow system architecture
Enterprise plugins
Employee Relations
Content Experiences
Platform Analytics
Custom scoped applications
Platform data integrations
REST APIs
Integration Hub
CIS-HR
ArchX
CTA
CMA

Location

Hybrid Remote
On-site

Work Type

Hybrid Remote (1x a week)
On-site (4x a week)

Experience Level

Senior
Minimum of 5 years of experience with ServiceNow
Advanced technical experience with ServiceNow HRSD

Education Level

Associate degree in computer science, computer engineering, information systems, or a closely related field OR equivalent course credits/units
Advanced ServiceNow certifications including CIS-HR, ArchX, CTA, or CMA are desired

Salary/Compensations

$159,120 - $200,226

Benefits

Employee Benefits Overview

About the Company

The DHR Systems and Analytics Team is responsible for designing, maintaining, and continuously improving the technology systems that power HR operations and analytics across the City and County of San Francisco.
The team manages the core platforms, integrations, and infrastructure that enable DHR to deliver reliable, secure, and scalable digital services supporting the City’s 35,000+ employees and hundreds of thousands of job applicants annually.
Supporting internal and Citywide departments and programs, the Systems and Analytics Team ensures that HR platforms, workflows, and analytics function effectively at scale — supporting everything from employee service delivery and HR case management to workflow automation, data modeling and reporting, and platform integrations.
The team plays a critical role in modernizing HR operations across the HR landscape Citywide.
Becoming a City employee means being a part of a team that cares about making a difference. Your work will shape both the present and future of San Francisco. When you work for the City, you’re choosing a job with purpose.

Equal Opportunity

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.