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ServiceNow Support Lead


Our opportunity


In this role, you will be a member of the Global Shared Services team, collaborating closely with the HR Operations and Technology team leading the HR support team on supporting stakeholders across many regions


The job’s core deliverables will rely on delivering services to internal clients. It may involve supporting others in their efforts to deliver on our promise. 

As support lead you’ll be in charge of overseeing the performance of a technical support team, ensuring efficiency and customer satisfaction.

This is a client-facing role & the candidate will have regular interactions with various client managers.



Your role



As a ServiceNow HR Support Lead your main responsibilities will involve

  • Assessing the performance of the workforce
  • Provide technical ServiceNow support to all stakeholders (troubleshooting)
  • Identifying customer needs and train new team members.
  • Respond to inquiries and resolve issues promptly.
  • It is essential to perform clerical tasks such as preparing progress reports, managing schedules, and maintaining records of transactions.
  • Working on requirements on Information Technology Service Management Modules.
  • Working on Client Script, Business Rule, Workflow, Script Include, UI policies, UI action, ACL and notification based on development requirement.
  • Support on upgrades/releases of the ServiceNow instance.
  • Supporting all HR Admin activities in ServiceNow.
  • Supporting Transform map and data load in ServiceNow.
  • Supporting Integration using Web Services like SOAP and REST to link ServiceNow with existing tools in a network or IntegrationHub with Flow Designer.





  • Coordinate handling of data requests/defects/change requests with IT partners 
  • Opening/tracking/closing of tickets in ticketing system
  • Participation in update calls with HR and IT partners
  • Maintain relationship with stakeholders and represent the business during defect analysis
  • Able to define technical solutions to be implemented directly or by the HR Support team
  • Manage the enhancement release process (involvement in UAT, incident management, communication, post-implementation quality checks)
  • Lead a team of services professionals to provide operations and software solutions.
  • Lead the analysis and comparison of multiple ServiceNow applications while considering an upgrade of the existing implementation.
  • Configure, manage and monitor HR Services, permissions, security segregation
  • Develop and maintain scripts to ensure smooth system operations and to facilitate critical reporting to security teams.
  • Work remotely to solve various problems on the ServiceNow Cloud.


Your Skills and Experience


As a ServiceNow HR Support Specialist your skills and qualifications will ideally include:

  • Bachelor’s degree (or equivalent), preferably with IT background
  • At least around 2 years of experience in related field
  • 2+ years of experience working as ServiceNow Support Engineer / Developer.
  • HR Service Delivery experience is a big plus.
  • Good command of English (C1)
  • Experience with other ticketing systems, Quality Management, Change Management and IT Architecture is nice to have.
  • Service oriented working style and team player attitude, including the ability to work well under pressure, having sound understanding of workflows and having the willingness to develop business and technical skills as well as scope of responsibility
  • Good analytical skills. Basic project management skills are a plus.
  • Technical skills on Web Technologies (including JavaScript) AngularJS would be a plus
  • Attention to details and great level of professionalism



Additional Information


As well as a competitive salary and a yearly bonus we offer benefits package which includes:

  • Option to work remotely within Spain even up to 100% - you choose
  • Flexible working hours
  • Wide range of internal and external trainings
  • Free English, German and Spanish classes depending on the needs
  • Ticket restaurant
  • Life Insurance
  • Pension Plan - after 1 year in the company
  • Referral bonus if you bring other talented people like you
  • Special banking and insurance conditions
  • Exclusive Employees discounts


Primary work location is Barcelona, Poblenou with option to work remotely within Spain. Please apply with your CV in English.


Who we are


Looking for a challenging and inspiring work environment where you can make a difference? At Zurich millions of individuals and businesses place their trust in our products and services every day. Our 53,000 employees worldwide form the basis of our success, enabling, businesses and communities to face a world of risk with confidence. Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. It’s a big challenge, but you will be supported by a world-class team who believe in helping you to reach your full potential and deliver on our promises.


So be challenged. Be inspired. Help us make a difference.


At Zurich we are an equal opportunity employer.  We attract and retain the best qualified individuals available, without regard to race/ethnicity, religion, gender, sexual orientation, age or disability.


Apply now »