Business Analyst (ServiceNow & HR Service Delivery)

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Primary Function of Position:

As a member of the HR Service Delivery Digital Experience team, the Business Analyst (Service Now & HR Service Delivery) will play a key role optimizing the HR HelpNow case management platform and business process workflows.

This role be responsible for bridging the gap between business needs and technology solutions, ensuring that our HR ServiceNow application and processes align with HR Service Delivery organizational goals. This role requires a strong blend of technical acumen, business acumen, and excellent communication skills.

100% remote opportunity for select US states*

Roles and Responsibilities:

• Requirements Gathering: Partner with People Systems in collaboration with People Services, HR, COEs and Partners to understand their service delivery needs, translate them into functional requirements, and document them clearly.
• Develop, modify, and maintain HR Service catalogue and HR Services.  Design new service templates & forms, workflow, and SLA assignments. 
• Continuous Improvement: Stay up to date with ServiceNow best practices, new features, and industry trends, and apply them to enhance existing solutions.  Improvements that lead to measurable efficiency and improved experiences for HR, employees, and people leaders.
• Agent Workspace Optimization; create, modify, and maintain HR HelpNow HR Workspace fulfillments, checklists, and knowledge articles.
• User Training and Support: Provide training and support to People Services agents and other service providers (COE, Payroll), ensuring they can effectively utilize ServiceNow tools and applications.
• Work closely with clients to recommend and implement best practices and new functionalities. 
• Solution Design: Work closely with People Systems team to design and configure ServiceNow applications, modules, and workflows to meet business requirements. 
• Process Improvement: Analyze existing service delivery processes and workflows and identify opportunities for optimization and automation using ServiceNow or other automation tools.   
• Utilization Metrics & Monitoring – monitor usage and identify services under/over used and collaborate with Service Owner on optimization.
• Implement and continuously improve Chat BOT feature. 
• Participate in HR system testing (e.g., UT, UAT)

Qualifications

Required Knowledge, Skills, and Experience:

• Minimum bachelor’s degree or equivalent, preferred.
• Minimum 5+ years of professional experience in an HR organization utilizing the ServiceNow platform.  Inclusive of design and development of ServiceNow HR functionality. (Required) 
• 3+ years of professional experience in an HR Operations organization with HR Service Delivery support. (Required) 
• Broad HR functional knowledge with an understanding of employee and manager HR-related needs.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Builds important internal/external relationships through advanced communication skills; knows how to influence and negotiate effectively through communications.
• Demonstrated ability to work independently, initiate and identify solutio