ServiceNow Analyst / BSA – HRSD & Employee Center

Job Title: ServiceNow Analyst / BSA – HRSD & Employee Center

Job Location: Phoenix, AZ | Onsite 5 days a week

IT01

Description:

AgreeYa is a global Systems Integrator and is seeking an experienced ServiceNow Analyst / BSA – HRSD & Employee Center to join our growing team. Business Systems Analyst supporting Employee Center and Service Catalog initiatives, focusing on requirements gathering, workflow documentation, and improving employee self-service experience within ServiceNow.

Key Responsibilities

• Gather, analyze, and document business and system requirements for Employee Center and Service Catalog

• Translate stakeholder needs into:

• User stories

• Functional specifications

• Acceptance criteria

• Support catalog onboarding:

• Define request forms, variables, workflows, SLAs

• Document current-state and future-state processes for request fulfillment

• Work with IT, HR, Facilities, and other teams to standardize service offerings

• Assist in workflow automation using Flow Designer / Integration Hub

• Support UAT:

• Test case creation

• Execution support

• Defect tracking

• Help define and track experience metrics:

• Self-service adoption

• Request completion time

• CSAT

• Ensure alignment with CMDB / CSDM where applicable

• Create documentation:

• Process flows

• Knowledge articles

• Training materials

Required Skills

• 4–7 years as Business Analyst / Systems Analyst

• 2–3 years ServiceNow (Service Catalog / Employee Center preferred)

• Strong experience in workflow/process documentation

• Experience with Agile (user stories, backlog support)

• Stakeholder management skills.

AgreeYa is a global systems integrator delivering competitive advantage for its customers through software, solutions, and services. Established in 1999, AgreeYa is headquartered in Folsom, California, with a global footprint and a team of more than 2,200 staff across offices. AgreeYa works with 500+ organizations ranging from Fortune 100 firms to small and large businesses across industries such as Telecom, Banking, Financial Services & Insurance, Healthcare, Utility & Energy, Technology, Public sector, Pharma & Biotech, and others. Please visit us at www.agreeya.com for more information.

AgreeYa is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, veteran status or other protected characteristics. Visit our website to learn about our Career & Culture.

Pay: Up to $48.00 per hour

Benefits:

• Dental insurance

• Health insurance

• Vision insurance

Work Location: In person