Principal Service Management Consultant ServiceNow BA SME HRSD

Job Title: Principal Service Management Consultant - ServiceNow Business Analyst SME HRSD

Location: Chicago, IL; Atlanta, GA; NY, NY; Dallas, TX; Houston, TX; Bridgewater, NJ

Travel: 25%

Job Description: 

The ServiceNow Business Analyst (BA) SME HRSD plays a critical role in bridging business needs with technical capabilities on the ServiceNow platform specific to HRSD. This client-facing role involves gathering requirements, facilitating workshops, translating business logic into technical specifications, and supporting the implementation of ServiceNow solutions within the HRSD ServiceNow module.
  
Key Responsibilities:
Requirements Gathering & Analysis Lead workshops to collect and document business and technical requirements in the HRSD module area.
Translate complex technical specifications into business logic and vice versa. 
Collaborate with stakeholders to evaluate HRSD ServiceNow capabilities and enhancements. 
Documentation & Communication Create user stories, process guides, end-user documentation, and playbooks. 
Document enhancement requests and technical specifications related to the HRSD module.
Maintain clear communication with stakeholders regarding status updates and feasibility assessments. 
Platform Expertise & Collaboration Maintain deep knowledge of ServiceNow modules including IT Workflows, CRM Workflows, HRSD, Security & Risk, AI, etc. Partner with ServiceNow architects, developers and provisioning analysts to ensure alignment of business and technical objectives. 
Support UAT sessions and training for various client personas. 
Agile & Delivery Support Write user stories to be configured by technical developers. 
Work within Agile frameworks to support sprint planning and execution. 
Proactively identify risks, issues, and blockers and communicate through appropriate channels. 
Ensure deliverables are complete, consistent, and aligned with customer expectations. 

Required Qualifications:
Bachelor’s degree in Computer Science, Information Systems, or related field. 
3+ years of experience as a Business Analyst or Product Specialist in ServiceNow environments including HRSD module.
ITIL Foundation Certification (v4). Strong oral and written communication skills. 
Proficiency in Agile lifecycle and tools like ServiceNow Docs and NowCreate. 

Preferred Qualifications:  
Experience with multiple ServiceNow applications (e.g., ITSM, HRSD, CSM, GRC) is ideal but specifically HRSD.
Familiarity with Common Services Data Model and Strategic Portfolio Management. 
Ability to work independently and manage multiple priorities. 

Key Competencies  
Business process reengineering Technical and functional documentation Stakeholder engagement Agile delivery and sprint planning ServiceNow platform knowledge Workshop facilitation and training.

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

About Capgemini