ServiceNow HRSD Business Systems Analyst

***Please note that our customer is currently not considering applicants from the following locations: Alabama, Arkansas, Delaware, Florida, Indiana, Iowa, Louisiana, Maryland, Mississippi, Missouri, Oklahoma, Pennsylvania, South Carolina, and Tennessee.***

Our Customer is a corporation that develops, manufactures, and markets robotic products designed to improve clinical outcomes of patients through minimally invasive surgery. Founded in 1995, their goal was to create innovative, robotic-assisted systems that help empower doctors and hospitals to make surgery less invasive than an open approach. Working with the top medical professionals, they continue to develop new, minimally invasive surgical platforms and future diagnostic tools to help solve complex healthcare challenges around the world.

We are seeking a contract ServiceNow HRSD Business Systems Analyst 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 the successful delivery of HR service management initiatives such as Configurable Workspace, Now Assist, Case & Knowledge Management, Employee Center Pro, and Workday integrations.

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.

This role is on-site in Sunnyvale, CA.

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 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.

Skills and Responsibilities:

• 6+ years of experience as a Business Systems Analyst or similar role, preferably in ServiceNow HRSD environments.
• ServiceNow Certified System Administrator (CSA) is a plus
• ServiceNow HRSD Implementation Specialist is a plus
• Agile or Scrum certification (CSM/PSM) is a plus
• 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.
• Experience with reporting and analytics within ServiceNow HRSD is a plus.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.
• Attention to detail and a commitment to quality.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements) Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.