Job Description

See yourself at Twilio



Join the team as Twilio's next Sr. HR Service Delivery Administrator




Who we are & why we're hiring



Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.





Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.


About the job



Twilio is seeking a Senior ServiceNow HRSD Administrator to be a key contributor on the HR Technology team. The person in this role will primarily focus on managing and maintaining the People Team's HR Service Delivery Module (HRSD) in ServiceNow. Reporting to the Sr. Manager HR Service Delivery, this position is critical in supporting Twilio's experience and successful utilization of the HRSD module. This role focuses on ServiceNow development and administration, ensuring seamless employee experiences and efficient HR service delivery.




Responsibilities



In this role, you'll:


• Collaborate with cross-functional teams to enhance and maintain ServiceNow solutions, including Employee Experience, Enterprise Service Management, and HR Service Delivery.
• Be the voice of the customer, understanding their needs and translating them into effective solutions.
• Drive end-to-end sales initiatives related to specific HR use cases.
• Work closely with sales teams to accelerate opportunities by providing comprehensive product and industry insights.
• Communicate competitive intelligence and activity to ensure ServiceNow stays ahead in capturing key customer accounts.
• Ensure and maintain a strong partnership with IT on the overall ServiceNow platform strategy and architecture.
• Manage and execute People projects in the ServiceNow system by gathering and documenting requirements, configuring, managing testing, identifying test scenarios/use cases, helping develop test scripts and executing UAT with the project team.
• Maintain and support ad-hoc reporting needs. Own HRSD production support.
• Keep current on new HRSD releases, enhancements and communicate potential process improvements as well as ensuring solution designs are in line with security, scalability and best practices. Be an advocate for the People team and our customers from a System perspective.
• Document and evaluate end-user requirements. Create related system documentation and end user training resources.
• Ability to manage expectations and constantly prioritize requests to align to business objectives. Manage the communication of the priorities to stakeholders in a proactive fashion.




Qualifications



Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having "desired" qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!




Required:


• 3+ experience in ServiceNow development and configuration.
• Deep understanding of ServiceNow HR System Architecture - Plugins, HR Table Structure, Application Scoping and must have experience in ServiceNow Core HR Applications and Employee Service Center - Users, Groups, Skills, Roles, Assignment Rules, HR Services, HR Catalog Items, Record Producers and HR Service Portal Branding.
• Experience with ServiceNow forms, fields, views, lists, UI policy & actions, and client/server scripts as well as integrating ServiceNow with other tools.
• Expertise in JavaScript, HTML, CSS, AngularJS and JSON.
• Understanding of ITIL concepts when it comes to continuous improvement and maintaining a sustainable infrastructure through change management protocols.
• Must be collaborative, a self-starter, highly motivated, able to shift directions quickly when priorities change with the ability to think through problems and deliver quality solutions against very tight deadlines.
• Proven ability to work in a fast-paced and dynamic environment with versatility to manage multiple projects, priorities and urgent issues successfully and simultaneously.
• Customer service oriented, ability to meet defined SLAs, Project Management experience and familiar with Agile & Scrum methodologies.
• Strong exposure and knowledge of various types of HR systems across the People function HCM, LMS and ATS is preferred.




Location



This role will be remotebut is located in/near Bangalore, India.




Travel



We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to the India office or abroad to participate in project or team in-person meetings.


What We Offer



There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.




Twilio thinks big. Do you?



We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values -- something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.





So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!





If this role isn't what you're looking for, please consider other open positions.


• This role may be eligible to participate in Twilio's equity plan and corporate bonus plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.


The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.





The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.




Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.





Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.



Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.



Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.