HRIS Business Analyst - HRSD

Job Summary

The Service Now HRSD Business Analyst serves as the primary functional expert supporting Bechtel’s Service Now Human Resources Service Delivery (HRSD) platform, with a secondary focus on HR business process analysis and SAP Success Factors support. This role is integral to HR digital transformation efforts, responsible for designing, enhancing, and optimizing HR service delivery solutions within Service Now while ensuring alignment with enterprise standards, governance, and compliance requirements.

The analyst partners with HR Operations, HRIS, IT, and external vendors to translate business needs into scalable system solutions and drive continuous improvements to the employee experience.

• Configure, maintain and enhance Service Now HRSD modules, including:
  Case & Knowledge Management Employee Center / Portal Lifecycle Events HR Services Document Management HR workflows and related automation
• Serve as the primary functional owner for the HRSD platform, including roadmap planning, release support, and continuous improvement initiatives.
• Develop and maintain user stories, functional requirements, test scripts, and acceptance criteria.
• Troubleshoot HRSD issues, perform root cause analysis, and partner with technical teams to resolve system defects.
• Conduct impact assessments, regression testing, data validation, and User Acceptance Testing (UAT).
• Identify opportunities to automate and streamline HR workflows, reducing manual effort.
• Ensure all Service Now configurations comply with HR governance, data integrity, and security standards.

• Partner with HR Operations, Centers of Excellence (COEs), and business leaders to understand HR processes and inform HRSD solution design.
• Perform process mapping, gap analysis, and documentation to support HR process optimization enabled by Service Now.
• Recommend process improvements that enhance the HR customer and employee experience.
• Perform configuration updates, testing, data validation, and troubleshooting within SAP Success Factors as needed.
• Support HR digital transformation initiatives across the employee lifecycle in coordination with integrated HR systems.

• Bachelor’s degree in Human Resources, Information Systems, Business Administration, or a related field and a minimum of four (4) years of system support experience or eight (8) years of related experience in lieu of a degree.

• Three (3) or more years of hands‑on experience with Service Now HRSD, including configuration and module support.
• Experience developing user stories, functional requirements, test scripts, and acceptance criteria.
• Strong troubleshooting and problem‑solving skills, including root cause analysis.
• Working knowledge of HR business processes, process mapping, and identifying optimization opportunities.
• Strong communication skills with the ability to translate technical concepts for HR stakeholders.

• Service Now Certified System Administrator (CSA).
• Service Now HRSD Fundamentals or HRSD Implementation Specialist certification.
• Experience with SAP Success Factors configuration, testing, and troubleshooting.
• Experience supporting global HR operations or complex, multi‑module HR environments.
• Strong analytical skills, attention to detail, and ability to manage multiple priorities

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