Business Systems Analyst

Overview

Title: Business Systems Analyst

Duration: 6 months

Location: Sunnyvale, CA

We are seeking a skilled HRSD Business Systems Analyst (BSA) to partner closely with the Service Now HRSD Architect and act as the bridge between HR business stakeholders and IT/Service Now development teams. The BSA will gather and analyze requirements, collaborate on designing HRSD solutions, and ensure successful delivery of HR service management initiatives such as Configurable Workspace, Now Assist, Case & Knowledge Management, Employee Center Pro, and Workday integrations.

The BSA will also support Business-As-Usual (BAU) activities, including minor enhancements, defect fixes, incident triage, and process improvements to ensure ongoing stability and efficiency of HRSD services.

• Requirements Gathering & Analysis:
  Elicit, document, and prioritize requirements for HRSD modules with a focus on Configurable Workspace, Now Assist, Case & Knowledge Management, and Employee Center Pro; identify gaps and recommend solutions leveraging Service Now HRSD capabilities.
• Solution Design &
  
  Collaboration:
  
  Partner with the Service Now HRSD Architect and development teams to design scalable HRSD solutions; translate business needs into functional specs, user stories, acceptance criteria, and process flows.
• Project Delivery Support:
  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 upgrades.
• Configurable Workspace Implementation:
  Support design, testing, and rollout of HR Agent Work spaces (Configurable), ensuring workflows are efficient and aligned with HR operational needs.
• Now Assist Implementation:
  Collaborate on configuring and optimizing Now Assist for HR fulfillers to improve case handling efficiency and knowledge recommendations.
• BAU Support:
  Support ongoing HRSD operations, including minor enhancements, defect fixes, and incident triage; monitor and ensure adherence to SLAs; recommend process improvements and automation opportunities.
• Integration & Data Support:
  Work with teams to support Workday HCM and other HR system integrations; ensure data accuracy and consistency across HRSD modules and integrated systems.
• Stakeholder Communication:
  Act as a liaison between HR, IT, and development teams; facilitate workshops, demos, and training sessions to ensure adoption of HRSD solutions.
• Continuous Improvement:
  Identify opportunities to enhance HRSD processes, tools, and agent experiences; stay updated on Service Now HRSD best practices and new releases.

• 6+ years of 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.
• Understanding 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 BAU operations, including defect triage, minor enhancements, and incident resolution.
• Experience working in Agile environments, including sprint planning, backlog management, and stakeholder prioritization.
• Ability to collaborate effectively with HR stakeholders, IT teams, developers, and architects; strong facilitation and communication skills.
• Knowledge of Service Now upgrade processes and best practices; experience with reporting and analytics in 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 a commitment to quality.

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

• Mid-Senior level

• Contract

• Information Technology

• IT Services and IT Consulting