Enterprise ServiceNow Business Analyst SME HRSD

Capgemini • Houston, TX

10d • $84,150 - $170,040

About The Position

Enterprise Service Management (ESM) ServiceNow Employee Center Pro (ECP) HR Service Delivery (HRSD) Business Analyst (BA)
The ServiceNow ECP/HRSD Business Analyst partners with HR, shared services, IT, and platform teams to define and deliver an employee-facing service experience using ServiceNow HR Service Delivery (HRSD) and Employee Center Pro (ECP). This role captures requirements, maps HR processes, designs service journeys, and translates business needs into clear user stories and acceptance criteria to support configuration, testing, adoption, and continuous improvement.
The BA acts as the bridge between HR stakeholders and technical delivery, ensuring solutions are intuitive for employees, efficient for HR agents, compliant with privacy/security policies, and aligned to enterprise standards for ESM.

Requirements

• 3–7+ years as a Business Analyst delivering enterprise platforms (ServiceNow preferred).
• Experience with HR processes and shared services operating models (case intake, triage, SLAs, routing).
• Demonstrated ability to translate business needs into user stories and functional requirements for agile delivery.
• Strong facilitation skills for workshops and stakeholder alignment across HR, IT, and security/privacy teams.
• Experience supporting UAT, requirements traceability, and release readiness.
• Hands-on BA experience with ServiceNow HRSD and/or Employee Center / Employee Center Pro implementations.
• Familiarity with HR systems and integrations (e.g., Workday, SAP HCM, payroll providers, Azure AD).
• Experience with knowledge management and self-service design (deflection strategy, taxonomy, search relevance).
• Requirements elicitation, process mapping, and functional design
• User story writing and backlog management (Agile/Scrum)
• Strong written and verbal communication; executive-ready storytelling
• Analytical mindset: turning data/insights into improvement opportunities
• Empathy for employee experience + operational practicality for HR agents
• Detail-oriented with strong follow-through in fast-paced delivery environments
• ServiceNow (HRSD, Employee Center Pro/Employee Center), Jira/Azure DevOps
• Miro/Visio/Lucidchart for process maps and journey mapping
• Confluence/SharePoint for documentation
• Agile/Scrum delivery methods, requirements traceability

Nice To Haves

• Exposure to Virtual Agent conversation requirements and/or AI-assisted content (e.g., summarization, knowledge generation) where applicable.
• Consulting experience and comfort working across multiple stakeholder groups and delivery teams.

Responsibilities

• Lead discovery workshops with HR stakeholders (e.g., Benefits, Payroll, Talent, Employee Relations) to document current state, pain points, and target outcomes.
• Elicit and document requirements for HR services, intake channels, case processes, knowledge, catalog, and portal experiences.
• Create and maintain key artifacts: BRDs, process maps, functional requirements, story backlogs, service catalogs, and training/support materials.
• Manage stakeholder expectations, communicate scope and impacts, and support decision-making with options and trade-offs.
• Define employee journeys and portal experience requirements for Employee Center Pro: Topic hierarchy, landing pages, navigation, and content organization Search expectations, knowledge discovery, and “find answers fast” design Intake design across channels (portal, email, chat/Virtual Agent where applicable)
• Collaborate with UX/content owners to ensure consistent language, accessibility, and strong self-service outcomes.
• Translate HR operating model needs into HRSD capabilities including: Case types, routing/assignment rules, HR agent workspace needs SLAs/OLAs, priority frameworks, and escalation paths HR tasks, approvals, notifications, and communications templates
• Ensure HR services align with policy and compliance requirements (e.g., PII handling, confidentiality, retention).
• Write high-quality user stories with clear acceptance criteria, process rules, and data requirements.
• Prioritize backlog with product owners, ensuring alignment to release goals and business value.
• Support sprint ceremonies (refinement, planning, reviews) and ensure traceability from requirements → stories → test cases → outcomes.
• Identify data needs and integration requirements (e.g., Workday/SAP HCM, payroll, identity systems, document repositories).
• Define reporting and analytics requirements: case volume trends, deflection, SLA compliance, satisfaction, and adoption.
• Partner with integration and platform teams to validate feasibility, dependencies, and success criteria.
• Develop test scenarios and coordinate SIT/UAT planning and execution, support defect triage and retesting.
• Validate that delivered functionality meets business outcomes and is ready for production (training, comms, support model).
• Contribute to go-live readiness: cutover inputs, knowledge readiness, and hypercare triage processes.
• Support change management by producing training materials, job aids, knowledge articles, and stakeholder comms.
• Gather feedback post-launch, analyze case drivers, and recommend improvements to portal content, routing, and workflows.
• Help establish governance for catalog/knowledge lifecycle (ownership, review cadences, content standards).

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees