Service System Administrator, Success

OVERVIEW

Authentic. Supportive. Fun. To experience human resources at Ulta Beauty is to step out of the mundane and into an environment alive with optimistic energy. After all, success breeds opportunity, and the opportunities to help drive an organization at the top of its game to even greater heights are as uncommon as they are satisfying.

It’s fast, it’s ambitious, it’s anchored in trust. With the chance to move or flex based on new or existing interests and passions. If you want that rare culture of lived values, where “team” truly means something. Where the drive for excellence is balanced with a genuine desire to help and encourage. And where the mark you make will be seen and recognized—we challenge you to dream bigger.

To imagine the possibilities.

The People Success (PS) Service Now System Administrator is responsible for the day-to-day administration, optimization, and functional ownership of the Service Now HR Service Delivery (HRSD) platform. This role combines hands‑on system administration with product ownership, governance, and operational oversight to ensure HR services are delivered efficiently, securely, and at scale.

Acting as the primary liaison between HR, HRIT, and the Service Now Platform team, this role ensures HR processes are effectively translated into system capabilities, integrations are well‑defined, and the employee experience is continuously improved.

• Own day-to-day HRSD operations, content management, and functional health of the platform.
• Serve as the functional owner for HRSD modules including Case Management, Knowledge Management, Employee Center, Lifecycle Events, Catalog Items, and Notifications.
• Act as the primary point of contact between HR, HRIT, Platform, and IT Security teams for HRSD-related activities.

• Configure and maintain HR Services, Case and Contact Types, HR Catalog Items, Knowledge Articles, banners, and HR notifications.
• Manage HR Lifecycle Events steps and HR-specific data imports.
• Define and manage HRSD roles, groups, and access criteria in partnership with IT Security.
• Partner with IT to support HR data privacy configurations and ensure appropriate handling of sensitive data.
• Provide functional input into Business Requirements Documents (BRDs) for HR-related integrations.
• Submit enhancement and defect requests through Demand Triage (IT Shimmer Demand) and participate in ticket log and Demand Board meetings as needed.

• Monitor HR case volumes, SLAs, and performance metrics.
• Conduct trend analysis to identify process improvement opportunities.
• Own the HR knowledge lifecycle, including governance and ongoing content optimization.
• Provide Tier 1 and Tier 2 HRSD functional support and participate in problem management efforts related to service degradation or platform issues.

• Build, maintain, and support simple HR workflows and Flow Designer automations within HRSD.
• Partner with HRIT and Platform teams on complex workflows, scripting, and automation efforts.

• Participate in Change Advisory Board (CAB) reviews for HRSD changes.
• Own HRSD User Acceptance Testing (UAT) and coordinate agent and end-user training in partnership with the Platform Product Owner.
• Participate in PI planning and backlog prioritization to ensure HR priorities are appropriately represented.
• Drive continuous HR process improvements through system enhancements and optimization.

• Ensure HR data handling aligns with company privacy policies and compliance requirements.
• Define HR content access criteria and partner with IT and Security teams to enforce technical controls.
• Support audit activities and compliance reviews related to HRSD.

• Create and maintain HR dashboards, reports, and service metrics.
• Monitor SLA trends and service performance to inform operational decisions.
• Partner with the Platform team to schedule and distribute reports, as report‑sharing functionality is restricted.

• Conduct and manage UAT for HRSD changes…