ServiceNow Business Analyst - HRSD
About The Position
iTech AG is seeking a ServiceNow HRSD Business Analyst to support the design, implementation, and optimization of Human Resources Service Delivery (HRSD) solutions on the ServiceNow platform. This individual will act as the bridge between HR stakeholders, business leadership, and technical delivery teams by gathering requirements, writing user stories, and ensuring HRSD solutions are aligned to organizational goals such as employee experience, operational efficiency, compliance, and data integrity. You will serve as a functional partner for HR Service Delivery processes, helping mature HR case management, knowledge, employee self-service, and lifecycle workflows while ensuring solutions are scalable, compliant, and value-driven.
Requirements
- Minimum of 3–6 years of experience as a Business Analyst supporting enterprise platforms or HR systems.
- Hands-on functional experience with ServiceNow, specifically supporting HR Service Delivery (HRSD).
- Experience gathering and documenting requirements, writing user stories, and supporting Agile delivery teams.
- Solid understanding of: HR service delivery processes and case management concepts ITSM / workflow-based platforms Data privacy and confidentiality considerations in HR systems
- Demonstrated ability to collaborate with cross-functional teams, including HR, IT, and technical developers.
- Strong analytical, documentation, and problem-solving skills.
- Excellent communication and stakeholder engagement skills; comfortable working with HR leaders and technical teams.
- Bachelor’s degree or higher
- Must be able to obtain and maintain a Public Trust.
- Pursuant to a government contract, U.S. Citizenship is required.
Nice To Haves
- ServiceNow CIS-HRSD or CSA certification.
- Experience supporting HRSD implementations in mid-to-large enterprise environments.
- Familiarity with Employee Center, HR knowledge management, and lifecycle event frameworks.
- Experience supporting federal or regulated environments with strict data privacy requirements.
- Prior experience supporting UAT, training, or change management activities for HR systems.
Responsibilities
- Define and document business and functional requirements for ServiceNow HRSD initiatives.
- Translate HR and business needs into clear user stories, acceptance criteria, and process flows.
- Serve as the primary point of contact for HR stakeholders for HRSD-related requirements and enhancements.
- Support the definition and optimization of end-to-end HR service delivery processes (case management, employee requests, onboarding/offboarding, HR knowledge).
- Partner with HR, Legal, Compliance, and IT teams to ensure HRSD solutions align with policies, regulations, and organizational standards.
- Assist in the configuration and ongoing improvement of HRSD modules, including HR Case Management and Employee Center experiences.
- Support data quality, integrity, and reporting for HR cases, profiles, and related records.
- Participate in backlog grooming, sprint planning, and prioritization activities as a functional contributor.
- Support UAT planning and execution, including test scenario development and validation with HR stakeholders.
- Assist with change management activities, including documentation, training support, and end-user communications.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
51-100 employees
