ServiceNow HR Service Delivery HRSD Product Analyst

Role: ServiceNow HR Service Delivery HRSD Product Analyst

Duration: 6-12+ Months Contract

Location: San Jose, CA (Onsite)

Must-Haves:
1. ServiceNow experience must show hands-on exposure, especially HRSD modules.
2. Implementation / hands-on configuration experience practical work, not just theory.
3. Analyst work experience requirement gathering, UAT, bridging business & tech.
4. Defect testing/issue resolution navigating, reproducing, and testing defects.
5. Certifications relevant ServiceNow or HRSD certifications highlighted.

these above five are non-negotiable.

Core Role Requirements: The role is primarily a ServiceNow analyst position, not a developer role.

The ideal candidate must:

• Understand ServiceNow configuration, HRSD modules, and defect testing/resolution.
• Be able to navigate the system, reproduce issues, test themselves, and write basic technical requirements from business requirements.
• Work with both stakeholders and engineering teams, acting as a bridge between business and technology.

Skills & Experience:

• Experience in UAT cycles, requirement gathering, and project team work.
• Jira experience is a plus but not mandatory.
• Good communication skills are critical, especially since the role is US-based and stakeholders will be in different time zones.
• Self-starter who can lead small projects with minimal oversight.
  ON-SITE in San Jose, CA

Job Summary:
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 ServiceNow, 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.
What You ll Do:
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
Certifications:
ServiceNow System Admin certification (must)
HRSD Implementation certification (preferred)
Hands-on experience in HRSD configurations (must)
Functional:
4+ years Product/Business Analysis with 2+ in ServiceNow HRSD
Strong HRSD architecture knowledge and hands-on experience
Ability to write precise requirements, epics, stories, and acceptance criteria
Experience using Jira