Enterprise ServiceNow Business Analyst SME HRSD

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Job Description

Enterprise Service Management (ESM) ServiceNow Employee Center Pro (ECP) HR Service Delivery (HRSD) Business Analyst (BA)

The ServiceNow ECP/HRSD Business Analyst partners with HR, shared services, IT, and platform teams to define and deliver an employee-facing service experience using ServiceNow HR Service Delivery (HRSD) and Employee Center Pro (ECP). This role captures requirements, maps HR processes, designs service journeys, and translates business needs into clear user stories and acceptance criteria to support configuration, testing, adoption, and continuous improvement.

The BA acts as the bridge between HR stakeholders and technical delivery, ensuring solutions are intuitive for employees, efficient for HR agents, compliant with privacy/security policies, and aligned to enterprise standards for ESM.

Qualifications:

• 3–7+ years as a Business Analyst delivering enterprise platforms (ServiceNow preferred).
• Experience with HR processes and shared services operating models (case intake, triage, SLAs, routing).
• Demonstrated ability to translate business needs into user stories and functional requirements for agile delivery.
• Strong facilitation skills for workshops and stakeholder alignment across HR, IT, and security/privacy teams.
• Experience supporting UAT, requirements traceability, and release readiness.
• Hands-on BA experience with ServiceNow HRSD and/or Employee Center / Employee Center Pro implementations.
• Familiarity with HR systems and integrations (e.g., Workday, SAP HCM, payroll providers, Azure AD).
• Experience with knowledge management and self-service design (deflection strategy, taxonomy, search relevance).
• Exposure to Virtual Agent conversation requirements and/or AI-assisted content (e.g., summarization, knowledge generation) where applicable.
• Consulting experience and comfort working across multiple stakeholder groups and delivery teams.
• Certifications:
  • ITIL v4/5 (required)
  • ServiceNow CSA (required)
  • ServiceNow Certified Implementation Specialist - HRSD (1+ capabilities)
  • ServiceNow Micro-Certs (Virtual Agent, Performance Analytics)
  • Agile/Scrum
• Core Skills & Competencies
  • Requirements elicitation, process mapping, and functional design
  • User story writing and backlog management (Agile/Scrum)
  • Strong written and verbal communication; executive-ready storytelling
  • Analytical mindset: turning data/insights into improvement opportunities
  • Empathy for employee experience + operational practicality for HR agents
  • Detail-oriented with strong follow-through in fast-paced delivery environments
• Tools / Methods
  • ServiceNow (HRSD, Employee Center Pro/Employee Center), Jira/Azure DevOps
  • Miro/Visio/Lucidchart for process maps and journey mapping
  • Confluence/SharePoint for documentation
  • Agile/Scrum delivery methods, requirements traceability

Requirements

• Discovery, Requirements & Stakeholder Management
  • Lead discovery workshops with HR stakeholders (e.g., Benefits, Payroll, Talent, Employee Relations) to document current state, pain points, and target outcomes.
  • Elicit and document requirements for HR services, intake channels, case processes, knowledge, catalog, and portal experiences.
  • Create and maintain key artifacts: BRDs, process maps, functional requirements, story backlogs, service catalogs, and training/support materials.
  • Manage stakeholder expectations, communicate scope and impacts, and support decision-making with options and trade-offs.
• Employee Experience (ECP) & Service Journey Design
  • Define employee journeys and portal experience requirements for Employee Center Pro:
  • Topic hierarchy, landing pages, navigation, and content organization
  • Search expectations, knowledge discovery, and “find answers fast” design
  • Intake design across channels (portal, email, chat/Virtual Agent where applicable)
  • Collaborate with UX/content owners to ensure consistent language, accessibility, and strong self-service outcomes.
• HRSD Process & Case Management Design
  • Translate HR operating model needs into HRSD capabilities including:
  • Case types, routi