HR Service Hub Analyst , Berkeley Regional Services

Job

Location:

Main Campus - Berkeley

Job Type: Full Time

At the University of California, Berkeley, we are dedicated to fostering a community where everyone feels welcome and can thrive. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

As a world-leading institution, Berkeley is known for its academic and research excellence, public mission, diverse student body, and commitment to equity and social justice. Since our founding in 1868, we have driven innovation, creating global intellectual, economic and social value.

We are looking for applicants who reflect California's diversity and want to be part of an inclusive, equity-focused community that views education as a matter of social justice. Please consider whether your values align with our Guiding Values and Principles, Principles of Community, and Strategic Plan.

At UC Berkeley, we believe that learning is a fundamental part of working, and provide space for supportive colleague communities via numerous employee resource groups (staff organizations). Our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our full-time staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities.

Find out more about how you can grow your career at UC Berkeley.

The SHARE Region in Berkeley Regional Services provides reliable, high-quality administrative support in the functions of Human Resources, Research Administration and Purchasing, to faculty, academics, staff, student employees, and volunteers in support of the UC Berkeley mission of teaching, research, and public service. SHARE leads innovation and technology improvement efforts to support business processes in Berkeley Regional Services.

This position provides direct support to users of the HR Service Hub (Service Now HR Scoped Application on Employee Service Center Pro Enterprise), assists with the administration of the HR Service Hub Governance Group and documents issues and requirements for bug fixes and system enhancements. This role is responsible for Tier One incident support for HR Agents and Client Users, understanding and supporting cross-functional system users.

This position also reviews incoming enhancement requests, or logs enhancement requests based on reported incidents, helping to gather requirements and evaluate requests to group them for prioritization. This position also assists with user acceptance testing and the development of communication and training materials to support change management efforts when enhancements are implemented.

The First Review Date for this job is: 03/12/2026.

• Understands how HR Service Hub (Service Now HR Service Delivery Application) system functions for business users (HR agents and campus clients) across all modules, to provide tier one user support.
• This involves triaging incidents to identify system bugs and reporting those to the technical team.
• Helps address user training gaps for the resolution of reported issues.
• Holds office hours and contributes content to Inside BRS newsletter to educate users on items that will help reduce issues and address training gaps.
• Identifies enhancement requests and meets with submitters to refine and write up requirements to be prioritized by the governance team.
• May participate in cross-functional meetings to help understand and document business processes that are required for system enhancements.
• Contributes content about enhancements as they are released, for HR Service Hub section of the Inside BRS newsletter.
• Assists with project plan development and end user documentation.
• Gathers and analyzes information to assist with development of requirements and design for projects.
• Assists with implementation, roll‑out and operations stabilization following major projects.
• Conducts acceptance testing according to developed plan, and assisting with volunteer testing sessions as needed.
• Supports the governance group by managing the…