Senior ServiceNow HR Analyst

Fidelity • Durham, NC

4d

About The Position

The ServiceNow HR Analyst is part of the Enterprise HR / Payroll Platform team and supports ServiceNow. The role manages day-to-day enhancements and fixes, facilitates requirements, design, testing, and delivery of projects and system enhancements, and represents stakeholder interests. It also ensures accurate collection, control, processing, and maintenance of confidential employee record data.

The analyst manages end-to-end implementation of ServiceNow enhancements and defects; researches and advises on current and upcoming ServiceNow capabilities; researches and implements solutions to incidents and requests; and updates standards and procedures documentation as needed. The role coordinates and publishes HR Knowledgebase articles and assists in creating automated test scripts for future upgrade releases. Using a thorough understanding of business and system processes, the analyst recommends and proposes technical and non-technical solutions to meet business requirements and builds effective relationships with key business partners.

The role collaborates with business and technology partners to resolve issues, deliver enhancements, and provide ongoing support in an Agile environment, contributing to efforts to increase efficiency and transform the internal case management tool through technology. Fidelity states that onsite expectations are evolving through a phased rollout, with requirements varying by role and location; some roles and locations currently require 100% onsite presence, while others require less.

Requirements

• 3–5+ years of ServiceNow configuration experience or 1–2+ years of ServiceNow development experience.
• Bachelor’s degree or equivalent work experience.
• At least 2 years of Business / Systems Analyst experience.
• Experience with requirements definition, documentation, and refinement.
• 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.
• Ability to stay organized, prioritize work, 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 system, 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.
• Build and maintain effective 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior