Job description

The health and safety of our employees and candidates is very important to us. Due to the current situation related to the Novel Coronavirus (2019-nCoV), we’re leveraging our digital capabilities to ensure we can continue to recruit top talent at the HSBC Group.  As your application progresses, you may be asked to use one of our digital tools to help you through your recruitment journey.  If so, one of our Resourcing colleagues will explain how our video-interviewing technology will be used throughout the recruitment process and will be on hand to answer any questions you might have.

 Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

 HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

 We are looking for a ServiceNow System Engineer to join our growing Supporting Technology & Digital team in HRIT.

 The successful candidate will join one of our Agile delivery pods working with the ServiceNow HR platform, which provides the engagement and workflow layer for all HR business process and systems. The work delivered through the pods includes both incremental continuous enhancements and larger initiatives of new modules and functionality. You will also be involved in day to day application support, such as incident and problem management. The support element of the role may consist of working a recognised shift pattern, or working non-core hours.

 In this role, you will:

  • Collaborating with HR product owners, HRIT Agile Lead and/or Scrum Master to deliver the ServiceNow product backlog

  • Capturing, analysing and documenting business process

  • Participating in the designing of solutions to address business requirements

  • Delivering ServiceNow based solutions, using out of the box configuration and/or code frameworks e.g. system config, scripts, rules, workflow, portal widgets (HTML5, CSS, Javascript), security rules

  • Testing config and code to ensure it meets requirements and quality

  • Aligning with HSBC development standards and good practice guidance, including Agile delivery and Release Management controls

  • Writing appropriate functional and technical documentation for all delivery

  • Identifying continuous improvement opportunities e.g. error detection and performance enhancements

  • Ensuring alignment with HSBC standards, governance and documentation requirements

  • Actively participating in the ServiceNow Agile Delivery Pod e.g. resolution of system defects, delivery of service requests, development of changes, upgrades/patching, proactive monitoring of system health and performance


To be successful in this role, you should meet the following requirements:

•                 ServiceNow HR Service Delivery implementation and/or continuous delivery experience

•                 Has worked successfully within a DevOps and Agile team/environment

•                 Proven self-starter who can operate and develop without close supervision

•                 Experience in software development and/or application configuration skills.

•                 Experience in one or more of the following:


                  HTML5 and CSS

                  Mobile (e.g. MDM, Responsive Design)

                  Performance Monitoring/Testing

                  Automation, AI and/or Robotics

•                 Experience of working in a multi-cultural environment – demonstrable ability to adapt to different cultures

•                 Experience of working in virtual, geographically dispersed locations and timezones

•                 Experience of core IT Service Management processes, including Incident Management, Problem Management and Release Management

•                 Experience of producing technical specifications and documentation

•                 Experience of SaaS software and working with software vendors to keep abreast of developments, releases and roadmaps


•                 Knowledge of ServiceNow HR Service Management functionality, configuration, support resources and roadmaps

•                 Knowledge of HR processes and technologies

•                 Knowledge of ServiceNow platform development (HR Service Management), including Configuration Frameworks, Business Rules, Scripts, ACLs, Workflow, Portal and Import Sets

•                 Knowledge of HR Service Management, Shared Services and/or Contact Centres

•                 Strong Analytical and Problem Solving skills

•                 Strong Interpersonal and communication (both oral and written) skills

•                 Skilled in creative and lateral thinking