Overview
Skills
Job Details
ServiceNow HRSD Product Analyst
Location: Sanjose,CA
Type: Contract / Full-time (customize as needed)
Experience: 4+ years Product/Business Analysis (2+ years in ServiceNow HRSD)
Job Summary
We are seeking an experienced ServiceNow HR Service Delivery (HRSD) Product Analyst to support both Run-the-Business (RTB) operations and project initiatives. The analyst will work closely with the HRSD Product Manager and HR Centers of Excellence (Payroll, Benefits, Leave, Employee Relations, Mobility, etc.) to gather requirements, design HRSD workflows, support testing, and ensure high-quality delivery across Employee Experience (EX) teams.
Responsibilities
Discovery & Requirement Gathering
Lead and co-lead discovery with HR COEs to define current vs. future-state workflows, intake models, and SLAs.
Rationalize HR services and map service ownership to appropriate COEs.
Document PRDs, epics, user stories, and acceptance criteria with precision.
Translate business requirements into technical specifications for HRSD.
HRSD Configuration & Design
Design and configure HR service components including:
Catalog items / Record producers
Case and task templates
SLAs, notifications, Quick Messages
HR Agent Workspace layouts
Build and optimize AWA routing models (queues, skills, schedules, capacity planning).
Remove routing redundancies and define exception or overflow logic.
Integrations & Data Mapping
Collaborate with Workday, Payroll, Equity, and Identity teams.
Define data mappings, source-of-truth logic, and error-handling processes.
Support integration testing and observability requirements.
Testing & Quality Assurance
Author ATF (Automated Test Framework) test cases for critical HRSD workflows.
Define Instance Scan rules for configuration compliance.
Support UAT execution, persona-based testing, and accessibility validation.
Provide hypercare support post-deployment.
Operational Support
Assist in creating and maintaining HRSD reports and dashboards.
Maintain RAID logs and participate in stakeholder communication for RTB and project activities.
Ensure CI/CD adherence including update set hygiene and source control compliance.
Required Skills & Experience
4+ years Product/Business Analysis experience.
2+ years hands-on experience in ServiceNow HRSD.
Strong understanding of HRSD architecture and configuration capabilities.
Ability to write detailed requirements, epics, user stories, and acceptance criteria.
Experience working in Agile environments; familiarity with Jira.
Strong communication, documentation, and stakeholder management skills.
Certifications
ServiceNow System Administrator (CSA) – Required
ServiceNow HRSD Implementation – Preferred
Preferred Skills
Experience with HR Agent Workspace, UI Builder configurations.
Knowledge of Employee Workflows and HR service delivery models.
Understanding of Workday or similar HCM integrations.