HR ServiceNow System Applications Manager

Position Information

Hiring Department: Office of Human Resources

Reports To: Director of Human Resource Information Systems and Data Analytics

Job Location: On site El Paso, TX

Posting End Date: Open until filled, this posting may close once a sufficient number of qualified applications have been received.

Hours: 40 hours per week, standard Monday- Friday 8:00am- 5:00pm, flexibility is required on evenings and weekends

FLSA status: exempt

Earliest Start Date: As soon as possible.

Salary: commensurate with experience.

Application Materials

• Resume
• Cover Letter
• List of three references

Position Summary

The HR ServiceNow System Applications Manager leads the technical ownership of the ServiceNow HR Service Delivery (HRSD) platform, to include configuration and technical development, release planning, and ongoing optimization of HR case management and employee self-service capabilities. This role partners with IT to deliver a stable, secure, and scalable platform; ensures reliable integration and data flow; and drives continuous improvement through best-practice platform governance, documentation, and performance reporting.

Key Responsibilities

Platform Development – 40%

• Work with HR Leadership and campus stakeholders in enhancing the ServiceNow HRSD platform, aligning platform capabilities to HR service strategy, employee experience goals, and operational needs.
• Partner with stakeholders to gather requirements, translate business needs into technical solutions, and maintain a prioritized enhancement backlog.
• Establish and maintain HRSD platform protocols (intake, standards, documentation, testing, release cadence, and change control).
• Define and monitor platform KPIs/SLAs (e.g., case volumes, resolution times, knowledge deflection, portal performance) and drive continuous improvement.
• Coordinate with IT leadership, Assistant Director of Continuous Improvement, and HR product owners to ensure HRSD fits within enterprise ServiceNow strategy, architecture, and reuse of shared platform services.
• Provide technical guidance and mentoring to administrators, review work for quality, performance, and adherence to standards.

Development, Configuration & Integrations – 30%

• Design, configure, and develop HRSD capabilities (case management, HR catalog, employee portal, knowledge, workflows/Flow Designer) to meet functional and compliance requirements.
• Assist with technical designs, perform unit/system testing, support UAT, and ensure appropriate documentation for configurations, customizations, and integrations to the HRSD platform and employee knowledgebase.
• Create a three-year roadmap for HRSD enhancements and integrations.

Upgrades & Change Management – 20%

• Work with the ServiceNow IT Administrator to effectively manage ServiceNow upgrades for the HRSD platform to include testing and remediation of issues.
• Lead release planning and deployment for HRSD enhancements.
• Ensure HRSD platform stability and performance through proactive monitoring, defect triage, root cause analysis, and coordination of incident/problem resolution with IT.

Stakeholder Enablement – 10%

• Maintain technical documentation, knowledge articles; provide training/enablement for HR agents and system support teams.
• Monitor HR employee knowledge base for article aging and develop a cycle of review to keep knowledge articles refreshed.
• Provide training on the HRSD platform changes and enhancements to meet HR strategic objectives and customer-centric experience.

Maintain and update case agent training job aids and resources to maximize operations

Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Required Qualifications

Education: Bachelor’s degree in information systems, Computer Science, Human Resources, Business Administration, or a related field (or equivalent combination of education and experience).

And

Experience

• Minimum of 2 years’ experience in supporting HR technology applications.
• Experience designing HR service delivery processes and/or implementing HR case management solutions, or similar HR applications.
• Working knowledge of HR processes and service delivery concepts (case management, knowledge, employee self-service) and the ability to translate needs into technical solutions.

Preferred Qualifications

• ServiceNow administration/development skills (workflows/Flow Designer, forms, catalog items, scripting, ACLs, notifications, reporting).
• Experience in higher education or other complex, highly regulated environments.

Skills

Knowledge, Skills & Abilities

• Strong technical leadership, project management, and ability to balance multiple priorities in a fast-paced environment.
• Working knowledge of information security concepts, access controls, and data privacy practices for sensitive employee data.
• Excellent communication and stakeholder management skills; ability to translate technical concepts for non-technical audiences.
• Analytical and problem-solving skills, including incident triage, root cause analysis, and continuous improvement mindset.

Competencies

• Customer-centric approach with a focus on improving HR service experiences and operational outcomes.
• Sound judgment and accountability in managing sensitive HR data, security controls, and platform risk.
• Ability to influence across HR and IT, drive alignment, and deliver results.

Why Pick UTEP

The University of Texas at El Paso (UTEP ) is a comprehensive public research university that is increasing access to excellent higher education. We advance discovery of public value and positively impact the health, culture, education, and economy of the community we serve.

UTEP is America’s leading Hispanic-serving university. Located at the westernmost tip of Texas, where three states and two countries converge along the Rio Grande, 84% of our 26,000 students are Hispanic, and half are the first in their families to go to college. UTEP offers 170 bachelor’s, master’s and doctoral degree programs at the only open-access, top-tier research university in America.

This is an especially exciting time to join UTEP as it advances the goals of its 2030 Strategic Plan . Built around the institution’s core strengths—its location, its people, its supportive culture, and its community partnerships—the plan lays out a bold vision for the next decade, aimed at maximizing the University’s regional impact and national stature.

What UTEP Offers

Miner Perks and Benefits

• Benefit Package includes: Medical, Prescription, Life Insurance and Wellness platform
• Voluntary Benefits: Dental, Vision, Additional life insurance, UT Flex, Short and Long - term disability plans
• Retirement Programs
• Longevity Pay
• Paid Vacation & Sick Leave
• Paid Holidays
• Employee Discounts & Perks
• Employee Education Assistance program
• And much more! Visit our Benefits Summary Page for more information on our additional benefits.

Disclaimer: Eligibility for perks and benefits may vary based on part-time or full-time employment.

Additional Information

Note: To the extent that this position involves research, work, or access to critical infrastructure as referenced in Executive Order GA-48, being hired for and continuing to be employed in this position requires the ability to maintain the security or integrity of the infrastructure.

The primary accountabilities are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or some of the primary accountabilities listed. Specific tasks or responsibilities will be documented in the incumbents’ performance objectives as outlined by the incumbents’ immediate supervisor or manager. This position is security-sensitive and subject to Texas Education Code

• 51.215, which authorizes the employer to obtain criminal history record information. A valid driver’s license issued by the State where the applicant resides and insurability as defined in UTS 157 may be required to perform the position's essential functions.

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee must frequently stand and walk. The employee must regularly sit; use hands to feel; reach with hands and arms; and talk or hear. The employee must lift and move up to 10pounds.

The noise level for this work environment is usually moderate.

In keeping with its access, excellence, and impact mission, The University of Texas at El Paso is committed to a learning and working environment that honors the talents, respects the differences, and nurtures the growth and development of all. We seek to attract faculty and staff who share our commitment.

The University of Texas at El Paso is an Equal Opportunity Employer. The University does not discriminate on the basis of race, color, national origin, sex, religion, age, disability, genetic information, veteran status, sexual orientation, or gender identity in employment or the provision of services in accordance with state and federal law. Discrimination on the basis of sex includes an employee’s or prospective employee’s right to be free from sexual harassment under Title IX of the Higher Education Amendments of 1972. Inquiries—including the filing of a Formal Complaint or reporting an incident—about the application of Title IX may be referred to the Title IX Coordinator, who can be reached by phone at (915) 747-8358, by email at titleix@utep.edu , or by mail at 500 W. University Ave., El Paso, TX, Kelly Hall, Room 223C.

For accommodation information for employees and applicants with disabilities, please contact UTEP's Equal Opportunity Office at eoaa@utep.edu .