ServiceNow HRSD Techno-Functional Consultant - San Jose, CA; onsite

Service Now HRSD Product Analyst

Software Guidance & Assistance, Inc., (SGA), is searching for a Service Now HRSD Product Analyst for a contract assignment with one of our premier SaaS clients in San Jose, CA. As an HRSD Product Analyst, you will play a critical role in supporting the HRSD Product Manager during run the business (RTB) activities, as well as project support. You will be able to get vast experience within various applications in Service Now, but primarily be working under the HRSD (Employee Workflows) scope and applications gathering, documenting, testing, and releasing core functionality for the business teams across our Employee Experience (EX) function at Adobe, such as Payroll, Equity, Benefits, HR, Global Mobility, etc.

Responsibilities:

• Co-lead discovery with HR COEs (Payroll, Benefits, Leave, ER, Mobility) to map current vs target journeys, intake, and SLAs; rationalize services to a single COE each.
• Co-author PRDs, epics, and user stories with acceptance criteria
• Design per-COE service components: catalog items/record producers, case/task templates, SLAs, notifications, Quick Messages, and workspace layouts.
• Build routing models: AWA queues, skills, schedules, capacity; remove double-routing; define exception/overflow logic.
• Write functional specs for HRSD and HR Agent Workspace (UI Builder pages, record headers, side panels, related lists)
• Partner on integrations (Workday/Payroll/Equity/Identity): field mappings, source-of-truth, error handling, observability
• Author ATF test cases for critical paths; define Instance Scan rules; support UAT by persona and accessibility checks.
• Support reporting and dashboard creation and maintenance
• Support UAT and hypercare
• Operate in CI/CD: update set/source control hygiene
• Maintain RAID/logs
• Business stakeholder management and communications for RTB and project requirements
• Rationalizing business requirements and translating them into technical requirements

Required Skills:

• Certifications:
  
  Service Now System Admin certification (must); HRSD Implementation certification (preferred);
  Hands-on experience in HRSD configurations (must)
• 4+ years Product/Business Analysis with 2+ in Service Now HRSD
• Strong HRSD architecture knowledge and hands-on experience
• Ability to write precise requirements, epics, stories, and acceptance criteria
• Experience using Jira