ServiceNow Business Analyst (HRSD)

Position Summary

The ServiceNow Business Analyst (HRSD) will act as the system owner and subject matter expert for HR Service Delivery in ServiceNow. This contracted role is responsible for driving roadmap execution, managing day-to-day enhancements, advising HR teams, enabling adoption of new capabilities, performing configuration work in partnership with DTG to ensure the platform continuously meets the needs of HR Operations and employees. In addition, this role will lay the foundation for long-term success by packaging all knowledge and project content into a well-organized repository for handoff to a future full-time analyst.

Key Responsibilities

Platform Administration

Serve as the HR Administrator for ServiceNow HRSD, acting as the subject-matter expert and primary point of contact for system functionality and support.

● Act as the internal HRSD expert, advising stakeholders on system capabilities and troubleshooting system issues.

● Manage HR-specific configurations such as templates, workflows, and forms.

● Conduct UAT for HRSD during platform upgrades to validate HR processes.

Roadmap Management Shape and drive the ServiceNow technology roadmap so HRSD evolves into a future-proof service desk that meets the needs of our team and employees.

● Partner with IT and drive accountability to prioritize and deliver change-the-business (CTB) projects.

● Create a cross-functional change management plan.

● Provide leadership with visibility into upcoming initiatives, timelines, and dependencies.

● Align roadmap items with HR strategy to ensure enhancements deliver measurable value.

● Create a well-organized project repository for handoff to a future full-time analyst.

Run-the-Business (RTB) Delivery Translate HR business needs into scalable system solutions and drive the full lifecycle of enhancements that improve day-to-day HR operations.

● Partner with HR Operations to capture and refine business requirements.

● Collaborate with the IT Product Owner to scope and create epics, stories, and acceptance criteria.

● Oversee execution of RTB enhancements by coordinating prioritization, leading UAT, and ensuring stakeholder communications and rollout.

Engagement / Enablement Guide HR Operations as a strategic advisor on system best practices and drive adoption of new ServiceNow HRSD capabilities through clear engagement and enablement.

● Collaborate with HR stakeholders to introduce and implement new features.

● Provide clear communications and hands-on training to support adoption.

● Advise on best practices to keep solutions as close to out-of-the-box as possible and highlight downstream impacts to ensure long-term effectiveness.

Reporting & Metrics

● Extract and analyze ServiceNow case audit data to track state transitions, timestamps, and process flow.

● Develop downloadable, filterable reports and dashboards (CSV/Excel) to support stakeholder needs.

● Automate report generation to reduce manual effort and improve efficiency.

● Define and calculate key performance metrics (lead time, cycle time, wait time, looping) with clear traceability.

● Document data sources, reporting logic, and provide self-service instructions in collaboration with HR, Operations, and Process Excellence teams.

Required Skills & Qualifications

● Proven track record in leading technology projects from assessment through implementation, including delivering product roadmaps and implementation strategies.

● Strong hands-on experience with ServiceNow HRSD, Reporting, and Performance Analytics.

● Proficiency with ServiceNow table structures, audit/history tables, and workflow lifecycle.

● Skilled in data extraction and complex reporting.

● Ability to analyze business needs and translate them into technology solutions and deliver measurable HR process metrics (lead/cycle/wait time, looping).

● Excellent communication, stakeholder management, and documentation skills.

● Skilled in requirements gathering, workshops, and design thinking methodologies.

● Ability to act as a bridge between technical teams and business leaders.

● Strong client relationship management and executive presence.

Preferred Qualifications

● ServiceNow CSA (Certified System Administrator) or higher.

● Prior experience with HRSD, ITSM, or Case Management modules.

● Familiarity with Power BI, Tableau, or other data visualization tools.

● Experience with query building (GlideRecord, Flow Designer, SQL) or the ability to learn.

● Experience working in global HR environments.