HR IT Analyst/HRSD Specialist (ServiceNow)

Job Description:

Role Summary

Support the HR Business team in day-to-day HR Service Delivery (HRSD) operations and improvements. Act as the primary liaison with the ServiceNow platform team to scope, design, and deliver HRSD features, case workflows, integrations, and enhancements aligned to HR policies and compliance.

Key Responsibilities

HRSD Operations & Business Support

• Serve as the HRSD subject matter expert (SME) for HR Business stakeholders-translate HR process needs into platform requirements and configurations.
• Triage, analyze, and resolve HRSD issues (cases, requests, tasks) and coordinate root-cause fixes.
• Manage and optimize HR case lifecycle: intake, categorization, assignment, SLAs, escalations, and closure.
• Maintain and improve HR Knowledge Base (articles, lifecycles, feedback loops) to drive case deflection and self-service adoption.
• Support HR portals/catalogs, service items, and HR workflows to ensure intuitive employee experience.

Platform Liaison & Delivery

• Partner with the ServiceNow platform team to deliver enhancements: requirement gathering, backlog grooming, solution design, configuration, testing, and release coordination.
• Write clear functional specs, user stories, acceptance criteria, and test cases; participate in demos and UAT.
• Validate platform changes against HR policies, security, compliance, and data privacy (PII/PHI) requirements.
• Coordinate deployments with change management processes; ensure proper documentation, versioning, and rollback plans.

Configuration & Administration (HRSD)

• Configure and maintain HR services, HR profiles, lifecycle events, HR case/workflow models, COE definitions, and data models.
• Administer HRSD security: user/role assignments, entitlements, COE scopes, data segmentation, and HR data access controls.
• Maintain HR catalog items, forms (UI policies, client scripts), and automation (flows, workflows, decision tables).
• Monitor platform health for HRSD (queue backlogs, SLAs, performance dashboards, integration errors).

Reporting & Insights

• Build and maintain HRSD dashboards and reports (volumes, SLA attainment, turnaround time, KPIs).
• Provide insights and recommendations to reduce case volumes, improve resolution time, and enhance employee experience.

Stakeholder Management & Enablement

• Act as the point of contact for HR service owners and HR operations leads.
• Conduct knowledge transfer, training, and playbooks for HR agents and super users.
• Facilitate workshops for process discovery, continuous improvement, and roadmap planning.

Qualifications

Must-have

• 3 7 years supporting HR processes and systems, with 2+ years hands-on in ServiceNow HRSD (case management, COEs, lifecycle events, HR services, security).
• Experience translating business needs into ServiceNow configurations, flows/workflows, and catalog/forms.
• Strong understanding of HR data privacy, access controls, and compliance requirements.
• Proficiency in backlog management, user stories, UAT, and change/release management.
• Strong communication and stakeholder management skills across HR, IT, and InfoSec.

Nice-to-have

• Exposure to integrations with Workday / SAP SuccessFactors / Oracle HCM (via IntegrationHub, MID Server, APIs).
• Experience with Knowledge Management, Virtual Agent, Employee Center / EC Pro, and document generation (e.g., DocGen).
• ServiceNow certifications (e.g., CSA, CAD, HRSD-specific certs), ITIL foundation.
• Familiarity with analytics/dashboards, performance SLAs, and operational metrics.
• Experience with lifecycle events (onboarding, transfers, offboarding), employee journeys, and policy automation.