ServiceNow HRSD BSA

Service Now HRSD BSA – Contract Position

Location:

Sunnyvale, CA. Pay Rate: $70–$75 per hour.

• Collaborate with HR stakeholders and People Systems team to elicit, document, and prioritize requirements for HRSD modules, focusing on Configurable Workspace, Now Assist, Case & Knowledge Management, and Employee Center Pro.
• Identify gaps in current HR processes and recommend solutions leveraging Service Now HRSD capabilities.
• Partner with the Service Now HRSD Architect and development teams to design scalable, efficient HRSD solutions.
• Translate business needs into functional specifications, user stories, acceptance criteria, and process flows.
• Assist in sprint planning, backlog grooming, and prioritization of stories with HR business stakeholders.
• Support SIT and UAT, including test case preparation, execution, and validation for new functionality and upgrade initiatives.
• Support design, testing, and rollout of HR Agent Work spaces (Configurable), ensuring workflows are efficient and aligned with HR operational needs.
• Configure and optimize Now Assist for HR fulfillers to improve case handling efficiency and knowledge recommendations.
• Support ongoing HRSD operations, including minor enhancements, defect fixes, and incident triage.
• Monitor SLA compliance for incident resolution and defect turnaround.
• Recommend process improvements and automation opportunities to reduce manual effort and improve HR service efficiency.
• Work with teams to support Workday HCM and other HR system integrations, ensuring data accuracy and consistency across HRSD modules and integrated systems.
• Act as a liaison between HR, IT, and development teams to align on requirements, timelines, and priorities.
• Facilitate workshops, demos, and training sessions to ensure adoption of HRSD solutions.
• Identify opportunities to enhance HRSD processes, tools, and agent experiences.
• Stay updated on Service Now HRSD best practices, new releases, and emerging capabilities relevant to HR fulfillers.

• 6+ years experience as a Business Systems Analyst or similar role, preferably in Service Now HRSD environments.
• Strong understanding of HR processes such as HR case resolution, knowledge management, and Employee Relations.
• Hands‑on experience with Configurable Workspace, Now Assist, Case & Knowledge Management, and Employee Center Pro.
• Familiarity with Workday HCM or other HR system integrations.
• Knowledge of Service Now platform concepts, data model, tables, workflows, and security model.
• Ability to gather, analyze, and document business requirements, functional specifications, user stories, and acceptance criteria.
• Strong analytical and problem‑solving skills, with attention to detail.
• Experience supporting business‑as‑usual operations including defect triage, minor enhancements, and incident resolution.
• Experience working in Agile environments – sprint planning, backlog management, and stakeholder prioritization.
• Effective collaboration skills with HR stakeholders, IT teams, developers, and architects.
• Strong facilitation skills for workshops, demos, and training sessions.
• Excellent written and verbal communication skills, translating technical concepts to business users and vice versa.
• Ability to influence and negotiate priorities with multiple stakeholders.
• Knowledge of Service Now upgrade processes and best practices.
• Experience with reporting and analytics within Service Now HRSD is a plus.
• Strong analytical and problem‑solving abilities.
• Ability to work independently and as part of a team.
• Attention to detail and commitment to quality.

• Service Now Certified System Administrator (CSA).
• Service Now HRSD Implementation Specialist.
• Agile or Scrum certification (CSM/PSM).

Salary, insurance plan options (HDHP or POS), education/certification reimbursement, pre‑tax commuter benefits, Paid Time Off (PTO), and an administered 401(k) plan.