Overview
On Site
Depends on Experience
Accepts corp to corp applications
Contract - W2
Contract - 12 Month(s)
Skills
Acceptance Testing
Access Control
Analytics
Business Analysis
Business Requirements Gathering
Change Management
Collaboration
Communication
Job Details
We are looking for IT Business Analyst - Intermediate - Remote / Telecommute for our client in Dallas, TX
Job Title: IT Business Analyst - Intermediate - Remote / Telecommute
Job Type: Contract
Job Description:
- The Business Analyst (IT) Intermediate will support HR Service Delivery (HRSD) operations by acting as a subject matter expert for HR stakeholders and partnering closely with the ServiceNow platform team.
- This role focuses on translating HR business needs into effective ServiceNow HRSD solutions, optimizing HR case management processes, ensuring compliance with data privacy standards, and improving overall employee experience through continuous platform and process improvements.
- Serve as HRSD subject matter expert for HR business stakeholders and translate HR process needs into platform requirements and configurations.
- Triage, analyze, and resolve HRSD issues including cases, requests, and tasks, and coordinate root-cause resolutions.
- Manage and optimize the HR case lifecycle including intake, categorization, assignment, SLAs, escalations, and closure.
- Maintain and enhance the HR Knowledge Base to drive self-service adoption and case deflection.
- Support HR portals, service catalog items, and workflows to ensure a seamless employee experience.
- Partner with the ServiceNow platform team to deliver enhancements through requirements gathering, backlog grooming, solution design, configuration, testing, and release coordination.
- Write functional specifications, user stories, acceptance criteria, and test cases; participate in UAT and demos.
- Validate platform changes against HR policies, security, compliance, and data privacy requirements.
- Coordinate deployments using established change management processes, ensuring documentation, versioning, and rollback plans.
- Configure and maintain HR services, HR profiles, lifecycle events, case and workflow models, COE definitions, and data models.
- Administer HRSD security including roles, entitlements, COE scopes, data segmentation, and access controls.
- Maintain HR catalog items, forms, UI policies, client scripts, and automation such as flows, workflows, and decision tables.
- Monitor HRSD platform health including queues, SLAs, performance dashboards, and integration issues.
- Build and maintain HRSD dashboards and reports to track volumes, KPIs, SLA performance, and turnaround times.
- Provide insights and recommendations to reduce case volumes and improve resolution time and employee experience.
- Act as primary point of contact for HR service owners and HR operations leads.
- Conduct training, knowledge transfer sessions, and develop playbooks for HR agents and super users.
- Facilitate workshops for process discovery, continuous improvement, and roadmap planning.
- Strong hands-on experience with ServiceNow HRSD including case management, COEs, lifecycle events, HR services, and security.
- Proven ability to translate business requirements into ServiceNow configurations, workflows, and catalog items.
- Strong understanding of HR data privacy, access controls, and compliance requirements.
- Proficiency in backlog management, user stories, UAT, and change and release management.
- Excellent communication and stakeholder management skills across HR, IT, and Information Security.
- ServiceNow certifications such as CSA, CAD, or HRSD-specific certifications.
- Three to seven years of experience supporting HR processes and systems.
- Minimum two years of hands-on experience with ServiceNow HR Service Delivery.
- Exposure to integrations with Workday, SAP SuccessFactors, or Oracle HCM using ServiceNow IntegrationHub, MID Server, or APIs.
- Experience with Knowledge Management, Virtual Agent, Employee Center or Employee Center Pro, and document generation tools.
- Familiarity with analytics, dashboards, performance SLAs, and operational metrics.
- Experience supporting employee lifecycle events such as onboarding, transfers, and offboarding, and employee journeys.
- ServiceNow HRSD configuration and administration.
- Business analysis and requirements documentation.
- Workflow and process optimization.
- Reporting and dashboard development.
- Stakeholder management and communication.
- ServiceNow certifications including CSA, CAD, or HRSD-related certifications preferred.
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