Service Business Analyst

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We support Shared Services as an internal consulting team, helping HR services to hire and retain awesome people so that our employees can do the best work of their lives. Operational Excellence & Automation team is made up of the business analysts who serve as empathetic internal process consultants. We empower innovation and operational efficiency in a dynamic fast‑paced team environment by leveraging data, customer insights, and technology to optimize the way teams work.

This role will focus on using functional process expertise and facilitation with specialist teams to identify configuration requirements and process improvements to be implemented in partnership with tech teams. Primary responsibilities include developing and documenting as‑is process flows, business requirements, recommending solutions, and documenting redesigned processes and procedures. The organization is in the process of transitioning to Service Now for HR Service Delivery.

Fully remote opportunity but CW is expected to work PST hours.

• Collaborate with shared services teams to identify and propose business process changes within specific functional areas, including ways to leverage AI and automation to accelerate work.
• Drive focused decisions and deliver actionable recommendations for assigned projects using a customer‑centric approach.
• Define requirements, build process documents, and plan for change management activities.
• Work autonomously, prioritize tasks, and manage time effectively to meet project deadlines.
• Use sound judgment to identify issues and elevate when appropriate.
• Provide clear, effective communication regarding process changes and their impact on the business.

• Experience in Service Now & Knowledge Base software
• Building and processing documents
• Communication
• AI experience

• 1st round:
  Screening
• 2nd round:
  Scenario‑based manager round

• 5+ years of business analysis experience with a proven track record of successful project delivery in a contract or consulting capacity.
• Experience applying business process redesign principles, tools, and techniques in an HR organization.
• Exceptional collaboration skills as part of a close‑knitted and high‑performing team; yet confidence when working autonomously.
• Growth mindset and an ability to adapt to changing dynamics as needed.
• Capability to define business requirements and document complex process flows using Lucid Chart.
• Strong interpersonal communication skills – comfortable communicating and partnering effectively across global organizational boundaries through multiple mechanisms (email, verbal updates, PowerPoint presentations, Zoom, etc.).
• Service Now and Knowledge Base implementation and process design experience a plus.

Associate

Contract

Analyst