Logo
eTeam

eTeam is hiring: ServiceNow HRSD Business Systems Analyst (BSA) in Sunnyvale

eTeam, Sunnyvale, CA, US

Save Job

Job Summary

We are seeking an experienced HRSD Business Systems Analyst (BSA) to partner closely with the ServiceNow HRSD Architect and serve as the bridge between HR business stakeholders and IT/ServiceNow development teams. This role will focus on gathering and analyzing requirements, designing scalable HRSD solutions, and ensuring 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 enhancements, defect fixes, incident triage, and process improvements to maintain the stability and efficiency of HRSD services.

Key Responsibilities

Requirements Gathering & Analysis

  • Collaborate with HR stakeholders and People Systems team to elicit, document, and prioritize requirements for HRSD modules.
  • Focus on Configurable Workspace, Now Assist, Case & Knowledge Management, and Employee Center Pro.
  • Identify process gaps and recommend solutions leveraging ServiceNow HRSD capabilities.

Solution Design & Collaboration

  • Partner with the HRSD Architect and development teams to design efficient, scalable solutions.
  • Translate business needs into functional specifications, user stories, acceptance criteria, and process flows.

Project Delivery Support

  • Contribute to sprint planning, backlog grooming, and prioritization of user stories.
  • Support SIT (System Integration Testing) and UAT (User Acceptance Testing), including test case preparation, execution, and validation for both new functionality and upgrades.

Configurable Workspace & Now Assist Implementation

  • Support design, testing, and rollout of HR Agent Configurable Workspaces, ensuring efficient workflows aligned with HR operational needs.
  • Collaborate on configuring and optimizing Now Assist to improve case handling efficiency and knowledge recommendations.

Business-As-Usual (BAU) Support

  • Handle ongoing HRSD operations, including incident triage, defect fixes, and minor enhancements.
  • Monitor adherence to SLAs and recommend process improvements or automation opportunities to drive efficiency.

Integration & Data Support

  • Work with cross-functional teams to support Workday HCM and other HR system integrations.
  • Ensure data accuracy and consistency across HRSD modules and integrated systems.

Stakeholder Communication & Adoption

  • Act as a liaison between HR, IT, and development teams to align requirements, priorities, and timelines.
  • Facilitate workshops, demos, and training sessions to drive solution adoption.

Continuous Improvement

  • Identify opportunities to enhance HRSD processes, tools, and agent experiences.
  • Stay current with ServiceNow HRSD best practices, new releases, and emerging capabilities.

Required Skills & Qualifications

  • 6+ years of experience as a Business Systems Analyst or similar role, preferably in ServiceNow HRSD.
  • Strong understanding of HR processes including case resolution, knowledge management, and employee relations.
  • Hands-on expertise with Configurable Workspace, Now Assist, Case & Knowledge Management, and Employee Center Pro.
  • Familiarity with Workday HCM or other HR system integrations.
  • Knowledge of ServiceNow platform concepts: data model, tables, workflows, and security.
  • Proven ability to gather, analyze, and document requirements, functional specifications, and user stories.
  • Experience supporting BAU operations, including incident resolution and defect management.
  • Background in Agile methodologies: sprint planning, backlog management, and stakeholder prioritization.
  • Excellent written and verbal communication skills with strong facilitation abilities.
  • Ability to influence stakeholders and manage competing priorities.
  • Knowledge of ServiceNow upgrade processes and best practices.
  • Experience with ServiceNow HRSD reporting and analytics is a plus.

Soft Skills

  • Strong analytical and problem-solving skills.
  • Ability to work independently as well as in collaborative teams.
  • High attention to detail and commitment to quality delivery.

Preferred Certifications

  • ServiceNow Certified System Administrator (CSA)
  • ServiceNow HRSD Implementation Specialist
  • Agile/Scrum Certification (CSM/PSM)