Senior ServiceNow HR Analyst

Fidelity Investments•Durham, NC

About The Position

The ServiceNow HR Analyst will join a team managing day-to-day ServiceNow enhancements and defect fixes. The role facilitates requirements, design, testing, and project and system enhancement delivery while representing stakeholder interests. It also ensures accurate collection, control, processing, and maintenance of confidential employee record data, with opportunities to work across different Fidelity teams. The analyst manages end-to-end implementation of ServiceNow enhancements and defect fixes, researches and advises on current and upcoming ServiceNow capabilities, and researches and implements solutions to incidents and requests. The role updates standards and procedural documentation as needed, coordinates and publishes HR Knowledge Base articles, and assists with 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 and designs to meet business requirements while building strong relationships with business partners. The position is part of the Enterprise HR Tools & Platform team, supporting ServiceNow and helping increase efficiency and transform the internal case management tool through technology. The analyst collaborates with business and technology partners to resolve issues, deliver enhancements, and provide ongoing support in a fast-paced environment. Fidelity is transitioning to a full-time onsite working model through a phased rollout; onsite expectations vary by role and location and may evolve. The posting states that Fidelity will not provide immigration sponsorship for this position.

Requirements

Bachelor’s degree or equivalent work experience.
A minimum of 2+ years of Business or Systems Analyst experience.
At least 2 years of ServiceNow configuration experience, or 2 years of ServiceNow development experience and/or experience with another HCM or HRSM system such as Workday, SAP SuccessFactors, Oracle PeopleSoft, or UKG HR Service Delivery Platform.
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.
Excellent interpersonal skills.
Ability to prioritize and work under tight deadlines.
Ability to maintain confidentiality of data.
Ability to work independently as a self-motivated team player.

Nice To Haves

Human Resources experience.
JavaScript coding experience.
Experience working in a Platform team or environment.

Responsibilities

Manage day-to-day ServiceNow enhancements and defect 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 defect fixes.
Research and advise on existing and upcoming ServiceNow capabilities.
Research and implement solutions to incidents and requests.
Update standards and procedural documentation as required.
Coordinate and publish HR Knowledge Base articles.
Assist with creating automated test scripts for future upgrade releases.
Recommend and propose technical and non-technical solutions or designs that meet business requirements.
Collaborate with business and technology partners to solve issues, deliver enhancements, and provide ongoing support.