ServiceNow HRSD(HR Service Delivery) BSA

Jade Global•San Jose, CA

50d•Hybrid

About The Position

ServiceNow HRSD(HR Service Delivery) BSA1 We are seeking a skilled HRSD Business Systems Analyst (BSA) to partner closely with the ServiceNow HRSD Architect and act as the bridge between HR business stakeholders and IT/ServiceNow development teams. The HRSD BSA will gather and analyze requirements, collaborate on designing HRSD solutions, and ensure successful delivery of HR service management initiatives such as Configurable Workspace, Now Assist, Case & Knowledge Management, Employee Center Pro, and Workday integrations. This is a hybrid role (3–4 days per week onsite) that requires the candidate to work from the Sunnyvale, CA location. In addition to project delivery, the BSA will support Business-As-Usual (BAU) activities, including minor enhancements, defect fixes, incident triage, and process improvements to ensure the ongoing stability and efficiency of HRSD services Key Responsibilities: Requirements Gathering & Analysis: Collaborate with HR stakeholders/ People Systems team to elicit, document, and prioritize requirements for HRSD modules, with a focus on Configurable Workspace, Now Assist, Case & Knowledge Management, and Employee Center Pro. Identify gaps in current HR processes and recommend solutions leveraging ServiceNow HRSD capabilities. Solution Design & Collaboration: Partner with the ServiceNow HRSD Architect and development teams to design scalable, efficient HRSD solutions. Translate business needs into functional specifications, user stories, acceptance criteria, and process flows. Project Delivery Support: Assist in sprint planning, backlog grooming, and prioritization of stories with HR business stakeholders. Support SIT (System Integration Testing) and UAT (User Acceptance Testing) including test case preparation, execution, and validation for both new functionality and upgrade initiatives. Configurable Workspace Implementation: Support design, testing, and rollout of HR Agent Workspaces (Configurable), ensuring workflows are intuitive, efficient, and aligned with HR operational needs. Now Assist Implementation: Collaborate on configuring and optimizing Now Assist for HR fulfillers to improve case handling efficiency and knowledge recommendations. Business-As-Usual (BAU) Support: Support ongoing HRSD operations, including minor enhancements, defect fixes, and incident triage. Monitor and ensure adherence to SLAs for incident resolution and defect turnaround. Recommend process improvements and automation opportunities to reduce manual effort and improve HR service efficiency. Integration & Data Support: Work with integration teams to support Workday HCM and other HR system integrations. Ensure data accuracy and consistency across HRSD modules and integrated systems. Stakeholder Communication: Act as a liaison between HR, IT, and development teams to ensure alignment on requirements, timelines, and priorities. Facilitate workshops, demos, and training sessions as needed to ensure adoption of HRSD solutions. Continuous Improvement: Identify opportunities to enhance HRSD processes, tools, and agent experiences. Stay updated on ServiceNow HRSD best practices, new releases, and emerging capabilities relevant to HR fulfillers.

Requirements

6+ years of experience as a Business Systems Analyst or similar role, preferably in ServiceNow HRSD environments.
Strong understanding of HR processes such as HR case resolution, knowledge management, and Employee Relations
Hands-on experience with Configurable Workspace, Now Assist, Case & Knowledge Management, and Employee Center Pro.
Familiarity with Workday HCM or other HR system integrations.
Understanding of ServiceNow platform concepts, data model, tables, workflows, and security model.
Ability to gather, analyze, and document business requirements, functional specifications, user stories, and acceptance criteria.
Strong analytical and problem-solving skills, with attention to detail.
Experience supporting Business-As-Usual (BAU) operations, including defect triage, minor enhancements, and incident resolution.
Experience working in Agile environments, including sprint planning, backlog management, and stakeholder prioritization.
Ability to collaborate effectively with HR stakeholders, IT teams, developers, and architects.
Strong facilitation skills for workshops, demos, and training sessions.
Excellent written and verbal communication skills, with the ability to translate technical concepts to business users and vice versa.
Ability to influence and negotiate priorities with multiple stakeholders.
Knowledge of ServiceNow upgrade processes and best practices.

Nice To Haves

Experience with reporting and analytics within ServiceNow HRSD is a plus.
ServiceNow Certified System Administrator (CSA)
ServiceNow HRSD Implementation Specialist
Agile or Scrum certification (CSM/PSM)

Responsibilities

Requirements Gathering & Analysis: Collaborate with HR stakeholders/ People Systems team to elicit, document, and prioritize requirements for HRSD modules, with a focus on Configurable Workspace, Now Assist, Case & Knowledge Management, and Employee Center Pro.
Identify gaps in current HR processes and recommend solutions leveraging ServiceNow HRSD capabilities.
Solution Design & Collaboration: Partner with the ServiceNow HRSD Architect and development teams to design scalable, efficient HRSD solutions.
Translate business needs into functional specifications, user stories, acceptance criteria, and process flows.
Project Delivery Support: Assist in sprint planning, backlog grooming, and prioritization of stories with HR business stakeholders.
Support SIT (System Integration Testing) and UAT (User Acceptance Testing) including test case preparation, execution, and validation for both new functionality and upgrade initiatives.
Configurable Workspace Implementation: Support design, testing, and rollout of HR Agent Workspaces (Configurable), ensuring workflows are intuitive, efficient, and aligned with HR operational needs.
Now Assist Implementation: Collaborate on configuring and optimizing Now Assist for HR fulfillers to improve case handling efficiency and knowledge recommendations.
Business-As-Usual (BAU) Support: Support ongoing HRSD operations, including minor enhancements, defect fixes, and incident triage.
Monitor and ensure adherence to SLAs for incident resolution and defect turnaround.
Recommend process improvements and automation opportunities to reduce manual effort and improve HR service efficiency.
Integration & Data Support: Work with integration teams to support Workday HCM and other HR system integrations.
Ensure data accuracy and consistency across HRSD modules and integrated systems.
Stakeholder Communication: Act as a liaison between HR, IT, and development teams to ensure alignment on requirements, timelines, and priorities.
Facilitate workshops, demos, and training sessions as needed to ensure adoption of HRSD solutions.
Continuous Improvement: Identify opportunities to enhance HRSD processes, tools, and agent experiences.
Stay updated on ServiceNow HRSD best practices, new releases, and emerging capabilities relevant to HR fulfillers.