Job Details

Job Description

Business Analyst -(ServiceNow HRSD)
Location: Remote Role
Duration: 4 months Contract

Top Must Haves
• 3-7 years supporting HR processes and systems, with 2+ years hands-on in ServiceNow HRSD (case management, COEs, lifecycle events, HR services, security).
• Experience translating business needs into ServiceNow configurations, flows/workflows, and catalog/forms.
• Strong understanding of HR data privacy, access controls, and compliance requirements.
• Proficiency in backlog management, user stories, UAT, and change/release management.
• Strong communication and stakeholder management skills across HR, IT, and InfoSec.
• ServiceNow certifications (e.G., CSA, CAD, HRSD-specific certs).

Key Responsibilities
HRSD Operations & Business Support
• Serve as the HRSD subject matter expert (SME) for HR Business stakeholders-translate HR process needs into platform requirements and configurations.
• Triage, analyze, and resolve HRSD issues (cases, requests, tasks) and coordinate root-cause fixes.
• Manage and optimize HR case lifecycle: intake, categorization, assignment, SLAs, escalations, and closure.
• Maintain and improve HR Knowledge Base (articles, lifecycles, feedback loops) to drive case deflection and self-service adoption.
• Support HR portals, catalog items, service items, and HR workflows to ensure intuitive employee experience.
Platform Liaison & Delivery
• Partner with the ServiceNow platform team to deliver enhancements: requirement gathering, backlog grooming, solution design, configuration, testing, and release coordination.
• Write clear functional specs, user stories, acceptance criteria, and test cases;participate in demos and UAT.
• Validate platform changes against HR policies, security, compliance, and data privacy (PII/PHI) requirements.
• Coordinate deployments with change management processes;ensure proper documentation, versioning, and rollback plans.
Configuration & Administration (HRSD)
• Configure and maintain HR services, HR profiles, lifecycle events, HR case/workflow models, COE definitions, and data models.
• Administer HRSD security: user/role assignments, entitlements, COE scopes, data segmentation, and HR data access controls.
• Maintain HR catalog items, forms (UI policies, client scripts), and automation (flows, workflows, decision tables).
• Monitor platform health for HRSD (queue backlogs, SLAs, performance dashboards, integration errors).
Reporting & Insights
• Build and maintain HRSD dashboards and reports (volumes, SLA attainment, turnaround time, KPIs).
• Provide insights and recommendations to reduce case volumes, improve resolution time, and enhance employee experience.
Stakeholder Management & Enablement
• Act as the point of contact for HR service owners and HR operations leads.
• Conduct knowledge transfer, training, and playbooks for HR agents and super users.
• Facilitate workshops for process discovery, continuous improvement, and roadmap planning.

Meet Your Recruiter

Ujjawal Upadhayay