Senior ServiceNow HR Analyst

Fidelity Investments•Durham, NC

About The Position

The ServiceNow HR Analyst will be part of a team that manages day-to-day enhancements and fixes. The role facilitates requirements, design, testing, and delivery of projects and system enhancements while representing stakeholder interests. It also ensures the accurate collection, control, processing, and maintenance of confidential employee record data, and offers the opportunity to work across many Fidelity teams. The analyst manages end-to-end implementation of ServiceNow enhancements and defects; researches and advises on existing and upcoming ServiceNow capabilities; researches and implements solutions to incidents and requests; and updates standards and procedures documentation as needed. The role also coordinates and publishes HR Knowledgebase articles, assists with creating automated test scripts for future upgrade releases, and uses knowledge of business and system processes to recommend and propose technical or non-technical solutions. The analyst builds and maintains strong working relationships with key business partners. The role is on the Enterprise HR / Payroll Platform team supporting ServiceNow. The team works to increase efficiency and transform the internal case management tool through technology. The analyst focuses on ServiceNow enhancements and collaborates with business and technology partners to solve issues, deliver enhancements, and provide ongoing support in an Agile environment. Fidelity is transitioning to a full-time onsite working model through a phased regional and role-based rollout; onsite requirements currently vary and may evolve.

Requirements

3–5+ years of ServiceNow configuration experience or 1–2+ years of ServiceNow development experience.
Bachelor’s degree or equivalent work experience.
A minimum of 2+ years of Business / Systems Analyst experience.
Experience defining, documenting, and refining requirements.
Experience with end-to-end test planning and execution.
Strong analytical and problem-solving skills, with high attention to detail.
Strong written and communication skills.
Experience in a fast-paced, Agile environment; highly organized with the ability to prioritize and work under tight deadlines.
Detail orientation complemented by a high degree of accuracy.
Good business judgment and ability to maintain confidentiality of all data.

Nice To Haves

Experience with another HCM or HRSM software platform, such as Workday, SAP SuccessFactors, Oracle PeopleSoft, or UKG HR Service Delivery Platform.
Experience in Human Resources.
Coding experience, such as JavaScript.

Responsibilities

Manage day-to-day ServiceNow enhancements and fixes.
Facilitate requirements, design, testing, and delivery of projects and system enhancements while representing stakeholder interests.
Ensure accurate collection, control, processing, and maintenance of confidential employee record data.
Manage end-to-end implementation of ServiceNow enhancements and defects.
Research and advise on existing and upcoming ServiceNow capabilities.
Research and implement solutions to incidents and requests.
Update standards and procedures documentation as required.
Coordinate and publish HR Knowledgebase articles.
Assist with creating automated test scripts for future upgrade releases.
Recommend and propose technical and non-technical solutions to meet business requirements, using knowledge of business and system processes.
Build strong working relationships with key business partners.
Collaborate with business and technology partners to solve issues, deliver enhancements, and provide ongoing support in an Agile environment.