Job Description
Your New Role:
As a ServiceNow HRSD Business Analyst within the Enterprise Service Management team, you will act as an internal consultant to HR stakeholders. Your primary responsibility will be to work closely with the business process owners and stakeholder to collect, analyze, draft stories, provide test QA support, UAT and post-deployment support HR Service Delivery processes within the ServiceNow platform, ensuring optimal configuration. You will play a key role in translating business needs into scalable solutions while maintaining a high level of customer service in a dynamic and fast-paced environment
Your Role Accountabilities:
Document and maintain HRSD workflows, including case management, lifecycle events, and knowledge management.
Collaborate with HR stakeholders to gather and analyze business requirements and enhancement requests.
Synthesize input from key stakeholders to define functional specifications and user stories.
Translate business requirements into ServiceNow configuration specifications and functional documentation.
Ensure performance and usability standards are met across HRSD modules.
Create and review testing documentation; support UAT and regression testing.
Provide post-implementation support and continuous improvement recommendations.
Support troubleshooting issues reported by HRSD users, documentation and identification of root causes.
Act as a liaison between HR and engineers to ensure alignment and successful delivery.
Ensure adherence to ServiceNow platform governance and best practices.
Provide Level 1 support (analysis & basic) trouble shooting for production issues
Independent owner of your assigned work items/stories from conception to completion
Qualifications & Experiences:
Strong customer service orientation and proactive problem-solving skills.
Deep understanding of ServiceNow HRSD modules (Case Management, Lifecycle Events, Knowledge, etc.).
Reasonable familiarity of wider ServiceNow platform, Virtual Agent, Portal, Now Assist, Agile
Ability to gather, document, and translate functional business requirements into technical specifications and stories
Strong communication skills with the ability to present to stakeholders and respond to inquiries.
Exceptional attention to detail and follow-through.
Ability to search and interpret system documentation.
Excellent time management and organizational skills; ability to prioritize in a fast-paced environment.
Experience working with large datasets for data cleansing, transformation, and update activities.
Experience in HRSD implementations and platform maintenance preferred.
Experience with HR systems and integrations, especially Workday.
Proficiency in English (spoken and written).
Not Required but preferred experience:
Experience with Agile/Scrum methodologies.
Familiarity with ServiceNow reporting and performance analytics.
Exposure to global HR processes and compliance requirements.
ServiceNow Certified System Administrator or HRSD Implementation Specialist.
Job Tags