Servicenow Administrator

Junior ServiceNow Administrator/Developer

At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good.

We are an international engineering company providing services in the field of technical consulting, design, and investment project management. Global Business Services center located in Krakow provides global support for our line of business and corporate teams in the following areas:

• Finance
• Accounting
• HR
• IT
• Procurement
• Payroll
• Project Management

GBS centralizes some of the processes across Jacobs and focuses on process excellence while also advancing the transformation initiative through additional work migration.

We're hiring a junior ServiceNow Administrator/Developer to help run and enhance our ServiceNow Human Resources Service Delivery (HRSD) capability with a strong focus on agent-side case management (HR Agent experience) and secondary support for Employee Center and Employee Document Management (EDM).

This is a platform role: you'll build solutions using ServiceNow's native capabilities (configuration, Flow Designer/workflows, reporting, and scoped platform scripting as needed).

Key Responsibilities:

• HRSD Case Management:
  • Configure and enhance HRSD case management experiences for HR agents (e.g., intake, triage, routing, tasking, templates, notifications, and case lifecycle improvements).
  • Build and maintain HRSD automation using Flow Designer and HR workflows to improve assignment, approvals, escalations, and standardized handling.
  • Develop platform logic (as needed) using ServiceNow scripting building blocks such as Business Rules, Client Scripts, Script Includes, UI Policies/Actions.
  • Support HR knowledge enablement (knowledge creation, usability, and alignment to common HR case drivers).
• Employee Center:
  • Support select improvements to Employee Center, primarily those that reduce agent workload (self-service clarity, routing, and knowledge/service discoverability).
  • Assist with configuration of employee-facing HR services and knowledge access aligned to HRSD security expectations and governance.
• Employee Document Management (EDM):
  • Support and enhance EDM processes, help configure and maintain EDM governance capabilities.
  • Assist with document lifecycle visibility and auditability (e.g., understanding document history and behaviors when attachments are moved from cases to EDM).
• Core ServiceNow Administration:
  • Perform day-to-day platform administration: user/group/role support, security configuration, instance health checks, troubleshooting, and support of HRSD-related issues.
  • Support releases using disciplined deployment practices (e.g., update sets and testing) and assist with patching/upgrades and regression testing activities.
  • Support controlled data activities (imports/transformations), reporting, and documentation/runbooks for HRSD and EDM processes.
• Work with HR stakeholders to translate requirements into ServiceNow-native solutions; contribute to a steady backlog of improvements and operational fixes.

Here's what you'll need:

• 1–3 years of ServiceNow experience (or equivalent hands-on platform experience), including exposure beyond basic admin tasks into configuration/automation and light development.
• Working knowledge of core ServiceNow configuration and build components (forms/fields, UI policies/actions, notifications) and an eagerness to expand platform scripting depth.
• Familiarity with Flow Designer concepts (flows, actions, approvals, triggers) and ability to build under guidance.
• Strong troubleshooting mindset and ability to communicate clearly with HR partners and technical teammates.

Nice-to-Have (But Not Required):

• Hands-on HRSD exposure (HR case configuration, HR knowledge usage, Employee Center familiarity).
• Experience supporting or configuring document governance concepts in EDM (document types, access rules, retention/legal hold).
• Basic integration exposure (REST/SOAP) or assisting with HR system data flows.

Certifications (Preferred for Growth):

• ServiceNow Certified System Administrator (CSA) preferred or willingness to obtain within a defined timeframe.
• HRSD-related training/certification is a plus (not required).

We Offer:

• Rewarding employment - full-time employment with a salary that matches your qualifications
• Hybrid work model - enjoy the flexibility of working from home, with just several office days per month
• Flexible hours - start your day anytime between 7:30 and 10:00 AM
• Short Fridays - we work 6h on Friday
• Comprehensive benefits, including Lux Med medical care, psychological support, life insurance, My Benefit cafeteria system, Multisport card co-financing, and a car/bike park sharing system
• Co-financed holidays - enjoy "Wczasy pod Gruszą" for a well-deserved break
• Global projects - engage in exciting international projects
• Inclusive networks - join our diverse employee networks like Women's Network, OneWorld, PRISM, Careers Network, Green Team, SpeakUp, Collectively, and more
• Continuous learning - participate in our Graduate Development Program, Learners' Community, and self-learning platforms

We know that if we are inclusive, we're more connected, and if we are diverse, we're more creative. We accept people for who they are. Find out more about life at Jacobs. As a Disability Confident employer, we will interview all disabled applicants who meet the criteria for a vacancy. If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team recruitmentpoland@jacobs.com.