Intermediate Business Analyst (IT) - ServiceNow HRSD

Job DescriptionBusiness Analyst -(ServiceNow HRSD) Location: Remote Role Duration: 4 months Contract Top Must Haves • 3-7 years supporting HR processes and systems, with 2+ years hands-on in ServiceNow HRSD (case management, COEs, lifecycle events, HR services, security). • Experience translating business needs into ServiceNow configurations, flows/workflows, and catalog/forms. • Strong understanding of HR data privacy, access controls, and compliance requirements. • Proficiency in backlog management, user stories, UAT, and change/release management. • Strong communication and stakeholder management skills across HR, IT, and InfoSec. • ServiceNow certifications (e.G., CSA, CAD, HRSD-specific certs). Key Responsibilities HRSD Operations & Business Support • Serve as the HRSD subject matter expert (SME) for HR Business stakeholders-translate HR process needs into platform requirements and configurations. • Triage, analyze, and resolve HRSD issues (cases, requests, tasks) and coordinate root-cause fixes. • Manage and optimize HR case lifecycle: intake, categorization, assignment, SLAs, escalations, and closure. • Maintain and improve HR Knowledge Base (articles, lifecycles, feedback loops) to drive case deflection and self-service adoption. • Support HR portals, catalog items, service items, and HR workflows to ensure intuitive employee experience. Platform Liaison & Delivery • Partner with the ServiceNow platform team to deliver enhancements: requirement gathering, backlog grooming, solution design, configuration, testing, and release coordination. • Write clear functional specs, user stories, acceptance criteria, and test cases;participate in demos and UAT. • Validate platform changes against HR policies, security, compliance, and data privacy (PII/PHI) requirements. • Coordinate deployments with change management processes;ensure proper documentation, versioning, and rollback plans. Configuration & Administration (HRSD) • Configure and maintain HR services, HR profiles, lifecycle events, HR case/workflow models, COE definitions, and data models. • Administer HRSD security: user/role assignments, entitlements, COE scopes, data segmentation, and HR data access controls. • Maintain HR catalog items, forms (UI policies, client scripts), and automation (flows, workflows, decision tables). • Monitor platform health for HRSD (queue backlogs, SLAs, performance dashboards, integration errors). Reporting & Insights • Build and maintain HRSD dashboards and reports (volumes, SLA attainment, turnaround time, KPIs). • Provide insights and recommendations to reduce case volumes, improve resolution time, and enhance employee experience. Stakeholder Management & Enablement • Act as the point of contact for HR service owners and HR operations leads. • Conduct knowledge transfer, training, and playbooks for HR agents and super users. • Facilitate workshops for process discovery, continuous improvement, and roadmap planning. Meet Your RecruiterUjjawal Upadhayay

Created: 2026-03-10