Jobs via Dice
ServiceNow HRSD Product Analyst
Location: San Jose, CA
Type: Contract / Full-time (customize as needed)
Experience: 4+ years Product/Business Analysis (2+ years in ServiceNow HRSD)
Job Summary: We are seeking an experienced ServiceNow HR Service Delivery (HRSD) Product Analyst to support both Run-the-Business (RTB) operations and project initiatives. The analyst will work closely with the HRSD Product Manager and HR Centers of Excellence (Payroll, Benefits, Leave, Employee Relations, Mobility, etc.) to gather requirements, design HRSD workflows, support testing, and ensure high-quality delivery across Employee Experience (EX) teams.
Responsibilities
Discovery & Requirement Gathering: Lead and co‑lead discovery with HR COEs to define current vs. future‑state workflows, intake models, and SLAs.
Rationalize HR services and map service ownership to appropriate COEs.
Document PRDs, epics, user stories, and acceptance criteria with precision.
Translate business requirements into technical specifications for HRSD.
HRSD Configuration & Design: Design and configure HR service components including catalog items/record producers, case and task templates, SLAs, notifications, Quick Messages, HR Agent Workspace layouts, and build and optimize AWA routing models (queues, skills, schedules, capacity planning).
Remove routing redundancies and define exception or overflow logic.
Integrations & Data Mapping: Collaborate with Workday, Payroll, Equity, and Identity teams; define data mappings, source‑of‑truth logic, and error‑handling processes; support integration testing and observability requirements.
Testing & Quality Assurance: Author ATF (Automated Test Framework) test cases for critical HRSD workflows; define instance scan rules for configuration compliance; support UAT execution, persona‑based testing, and accessibility validation; provide hyper‑care support post‑deployment.
Operational Support: Assist in creating and maintaining HRSD reports and dashboards; maintain RAID logs and participate in stakeholder communication for RTB and project activities; ensure CI/CD adherence including update set hygiene and source control compliance.
Required Skills & Experience
4+ years Product/Business Analysis experience.
2+ years hands‑on experience in ServiceNow HRSD.
Strong understanding of HRSD architecture and configuration capabilities.
Ability to write detailed requirements, epics, user stories, and acceptance criteria.
Experience working in Agile environments; familiarity with Jira.
Strong communication, documentation, and stakeholder management skills.
ServiceNow System Administrator (CSA) – Required.
Preferred Skills
ServiceNow HRSD Implementation – Preferred.
Experience with HR Agent Workspace, UI Builder configurations.
Knowledge of Employee Workflows and HR service delivery models.
Understanding of Workday or similar HCM integrations.
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Type: Contract / Full-time (customize as needed)
Experience: 4+ years Product/Business Analysis (2+ years in ServiceNow HRSD)
Job Summary: We are seeking an experienced ServiceNow HR Service Delivery (HRSD) Product Analyst to support both Run-the-Business (RTB) operations and project initiatives. The analyst will work closely with the HRSD Product Manager and HR Centers of Excellence (Payroll, Benefits, Leave, Employee Relations, Mobility, etc.) to gather requirements, design HRSD workflows, support testing, and ensure high-quality delivery across Employee Experience (EX) teams.
Responsibilities
Discovery & Requirement Gathering: Lead and co‑lead discovery with HR COEs to define current vs. future‑state workflows, intake models, and SLAs.
Rationalize HR services and map service ownership to appropriate COEs.
Document PRDs, epics, user stories, and acceptance criteria with precision.
Translate business requirements into technical specifications for HRSD.
HRSD Configuration & Design: Design and configure HR service components including catalog items/record producers, case and task templates, SLAs, notifications, Quick Messages, HR Agent Workspace layouts, and build and optimize AWA routing models (queues, skills, schedules, capacity planning).
Remove routing redundancies and define exception or overflow logic.
Integrations & Data Mapping: Collaborate with Workday, Payroll, Equity, and Identity teams; define data mappings, source‑of‑truth logic, and error‑handling processes; support integration testing and observability requirements.
Testing & Quality Assurance: Author ATF (Automated Test Framework) test cases for critical HRSD workflows; define instance scan rules for configuration compliance; support UAT execution, persona‑based testing, and accessibility validation; provide hyper‑care support post‑deployment.
Operational Support: Assist in creating and maintaining HRSD reports and dashboards; maintain RAID logs and participate in stakeholder communication for RTB and project activities; ensure CI/CD adherence including update set hygiene and source control compliance.
Required Skills & Experience
4+ years Product/Business Analysis experience.
2+ years hands‑on experience in ServiceNow HRSD.
Strong understanding of HRSD architecture and configuration capabilities.
Ability to write detailed requirements, epics, user stories, and acceptance criteria.
Experience working in Agile environments; familiarity with Jira.
Strong communication, documentation, and stakeholder management skills.
ServiceNow System Administrator (CSA) – Required.
Preferred Skills
ServiceNow HRSD Implementation – Preferred.
Experience with HR Agent Workspace, UI Builder configurations.
Knowledge of Employee Workflows and HR service delivery models.
Understanding of Workday or similar HCM integrations.
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