Software Guidance & Assistance, Inc., (SGA), is searching for a
ServiceNow HRSD Product Analyst for a
contract assignment with one of our premier SaaS clients in San Jose, CA.
This is a hybrid role with 2 days per week onsite.
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.
Responsibilities: - 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
Required Skills: - Certifications:
- ServiceNow System Admin certification (must)
- HRSD Implementation certification (preferred)
- Hands-on experience in HRSD configurations (must)
- 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
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities. Please visit our company to request an accommodation or assistance regarding our policy.
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