Job Title: ServiceNow HRSD Business Systems Analyst
Position Type: Contract
Location: Sunnyvale, CA (5 Days Onsite)
Job Description:
We are seeking a highly skilled ServiceNow HRSD Business Systems Analyst to join our client's HR Technology team at Intuitive Surgical. In this role, you will serve as the critical bridge between HR business stakeholders and IT/ServiceNow development teams, driving the successful delivery of HR service management initiatives.
This is a hands-on, onsite position requiring deep expertise in ServiceNow HRSD modules, particularly Configurable Workspace migration, Now Assist implementation, and Case & Knowledge Management.
Key Responsibilities
Requirements & Solution Design
Partner with HR stakeholders and People Systems teams to elicit, document, and prioritize requirements for HRSD modules
Translate business needs into functional specifications, user stories, acceptance criteria, and process flows
Collaborate with the ServiceNow HRSD Architect to design scalable, efficient solutions
Identify gaps in current HR processes and recommend ServiceNow HRSD capabilities
Module Implementation & Configuration
Configurable Workspace: Support design, testing, and rollout of HR Agent Workspaces, migrating from Classic Agent Workspace to Configurable Workspace using UI Builder
Now Assist: Configure and optimize Now Assist for HR fulfillers to improve case handling efficiency and knowledge recommendations
Case & Knowledge Management: Design knowledge article workflows integrated with HR cases
Employee Center Pro: Support employee-facing portal enhancements
Project Delivery & BAU Support
Assist in sprint planning, backlog grooming, and story prioritization in Agile environment
Support SIT and UAT including test case preparation, execution, and validation
Handle BAU activities: minor enhancements, defect fixes, incident triage
Monitor SLAs for incident resolution and defect turnaround
Recommend process improvements and automation opportunities
Integration & Stakeholder Management
Support Workday HCM and other HR system integrations
Ensure data accuracy across HRSD modules and integrated systems
Facilitate workshops, demos, and training sessions
Act as liaison between HR, IT, and development teams
Required Qualifications
Technical Experience (Must-Have)
6+ years as a Business Systems Analyst in ServiceNow environments
Hands-on experience with ServiceNow HRSD modules (generic ServiceNow experience NOT sufficient)
Configurable Workspace implementation/migration experience (UI Builder)
Now Assist for HRSD configuration or testing experience
Case & Knowledge Management module expertise (MANDATORY)
Employee Center Pro experience
Familiarity with Workday HCM integrations
Understanding of ServiceNow platform: data model, tables, workflows, security model
Experience with ServiceNow upgrade processes
Methodology & Soft Skills
Strong Agile/Scrum experience (sprint planning, backlog management)
BAU support experience (incident triage, defect management, minor enhancements)
Excellent analytical and problem-solving skills
Strong facilitation skills for workshops, demos, and training
Ability to translate technical concepts to business users and vice versa
Strong written and verbal communication skills
Ability to influence and negotiate priorities with multiple stakeholders
Preferred Certifications
ServiceNow Certified System Administrator (CSA)
ServiceNow HRSD Implementation Specialist
Agile/Scrum certification (CSM/PSM)
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