Sr. System Administrator, ServiceNow (R5598)


At Elastic, we see endless possibility in a world of endless data. And we use the power of search to help people and organizations turn that possibility into results. Elastic is the leading platform for search-powered solutions. With solutions in Enterprise Search, Observability, and Security, we help improve customer and employee search experiences, keep critical applications running smoothly, and protect against cyber threats. Elastic enables organizations worldwide to use the power of Elastic, including Netflix, Uber, BBC, Microsoft, and thousands of others.

Elastic was built on a foundation of being free and open, which trickles down to how we work. We’re a distributed organization and have been from the beginning. Being distributed isn’t just a way of doing business—it’s a mentality that is at the core of our culture.

We are looking for a Senior System Administrator, ServiceNow to join our People Systems team to drive our global workforce’s utilization and optimization of ServiceNow HRSD. This role offers you an opportunity to partner closely with HR, leadership and multi-functional teams while supporting our strategic approach to global ServiceNow administration. If you thrive in ambiguity, adapt quickly to a changing environment, take a global view, and have a passion for bringing people insights to the business, get ready to dig in.

This is a distributed (remote) role and can be based throughout the United States or Canada.

What You Will Be Doing:

We are looking for a ServiceNow HRSD configuration expert that can drive projects to support Case Management, Services, Journeys, Knowledge Base, and Portal. Your strong communications skills and your customer-centric perspective will enable you to deliver powerful tools to continue to move and scale our programs and organization.

Your Areas Of Focus Will Include:

Projects & Enhancements

  • Proactively identifies opportunities to improve the Elastician Experience through the streamlined workflows, design, and automation that ServiceNow offers. Capable of proposing and driving projects that enhance and optimize Elastic’s usage of ServiceNow HRSD.
  • Owns the system roadmap and manages backlog.
  • Develop enhancements, workflows, reports, and dashboards.
  • Partner with the broader team to deliver process and system enhancements to improve the overall experience of the end user.
  • Act as consultant to partners in the development of project scope, offering technical expertise, solutions, considerations, and expected outcomes.
  • Translates business needs into requirements, user stories, and testable acceptance criteria
  • Drive UX improvements using the principles of user-centric design
  • Ensure quality in the delivery of projects and enhancements by leading testing efforts, producing comprehensive documentation and adhering to change management processes.
  • Build strong relationships with project teams and partners, as domain expert and trusted advisor.
  • Training/Managing of ServiceNow HR team members
  • Drive business, technology, and operational readiness plans for projects
  • Maintains knowledge on current and emerging developments, assessing the impact, and collaborates with management to incorporate developments into current and future strategy

System Maintenance & Optimization:

  • Administer multiple COEs within the HRSD application of ServiceNow, including Knowledge Base and Employee Service Center.
  • Own permissions, security and access controls, ensuring compliance and adherence to internal controls.
  • Support and troubleshoot integrations.
  • Provide support to end users by providing troubleshooting, issue remediation, technology request assistance and critical issue management.

What You Bring Along:

  • A passion for fast-paced and dynamic environments, the ability to thrive in ambiguity and devote a diversified global view to all you do.
  • A curious nature that wants to dive-in and solve complicated problems.
  • Possess intellectual curiosity, having the ability to see beyond what the customers want to deliver what they need.
  • A proficiency in optimizing processes and programs with a keen understanding of the balance between structure and flexibility.
  • Independent problem solver, able to learn fast and comfortable taking calculated risks.

And Some Of The Basics:

  • Bachelor’s degree in Business, Human Resources, Computer Science or related field or have some demonstrable experience, education and training
  • 5+ years of ServiceNow HRSD experience
  • Prior experience supporting integrations is a plus
  • Familiarity with Web technologies (ex. JavaScript, HTML, XML and CSS) is a plus
  • Testing experience (both end-to-end and user acceptance)
  • Project management, stakeholder management, and process management skills
  • Strong Excel skills. No mouse needed!!
  • Experience working in a global organization
  • Strategic, critical problem solver who isn’t afraid to get into the weeds and has a passion for problem solving
  • Ability to build effective work relationships at all levels of the organization, influence behavior, and lead change
  • Excellent written and verbal communication, and presentation skills
  • High degree of integrity and honesty; ability to exercise confidentiality and neutrality in complex and sensitive situations

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Double your charitable giving - We match donations 1:1 up to $1500 USD (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love.
  • Embracing parenthood with minimum of 16 weeks of parental leave

The typical starting Total Cash Compensation range for new hires in this role is between $89,000 and $122,400, which consists of a Base Salary or a Base Salary plus a Target Commission, depending on the specific role. The Base Salary offered may vary depending on factors including skills and experience.

Additionally, this role is currently eligible to participate in Elastic’s equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within a holistic total rewards offering.

Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below:
Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.

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