ServiceNow HRSD – Business Analyst

ServiceNow HRSD – Business Analyst Profile

Role Summary

The ServiceNow HRSD Business Analyst acts as a bridge between HR stakeholders and

ServiceNow technical teams, translating HR process requirements into scalable HR Service

Delivery (HRSD) solutions. The role requires strong functional HRSD knowledge combined

with solid Business Analyst capabilities to ensure effective design, implementation, and

adoption of HR services on ServiceNow.

Key Responsibilities

HRSD Functional Responsibilities

Understand and document HRSD data model and modules including HR Case

Management, Employee Service Center, and Knowledge Management

Support HR case intake designs, categorization, routing, escalations, and SLAs

Work with Virtual Agent and Live Agent (Agent Chat) and map interactions to HR cases

Support lifecycle-driven HR processes such as onboarding, offboarding, and employee

transitions

Collaborate on HR services such as record producers, workflows, and forms

Enable HR reporting and dashboards including case volume, SLA adherence, deflection,

and experience metrics

Understand Agent Workspace versus legacy HR experience and its operational impact

Business Analyst Responsibilities

Lead requirements workshops with HR, compliance, and business stakeholders

Translate requirements into user stories, acceptance criteria, and functional design

documents

Partner with developers during design and build phases

Support UAT planning, execution, and defect management

Drive stakeholder communication, action tracking, and dependency management

Required Skills & Experience

Mandatory:

Hands-on experience with ServiceNow HRSD modules (Case Management,

Employee Service Center, Knowledge Management)

Strong understanding of ServiceNow platform fundamentals

Proven Business Analyst experience in requirement elicitation and stakeholder

management

Good to Have:

Exposure to Performance Analytics, Virtual Agent, or Now Assist

Experience in consulting or managed services environments

Certifications (Preferred)

ServiceNow HR Service Delivery

ServiceNow Certified System Administrator

ITIL Foundation or higher