Website SunTechPros Inc.
ServiceNow HR Service Delivery HRSD Product Analyst
San Jose, CA (Day 1 On-Site)
Long Term
Functional:
• 6+ years Product/Business Analysis with 2+ in ServiceNow HRSD.
• Strong HRSD architecture knowledge and hands-on experience
• Ability to write precise requirements, epics, stories, and acceptance criteria
• Experience using Jira
Certifications:
• ServiceNow System Admin certification (must)
• Hands-on experience in HRSD configurations (must)
• HRSD Implementation certification (preferred)
What You’ll Do
• Co-lead discovery with HR COEs (Payroll, Benefits, Leave, ER, Mobility) to map current vs target journeys, intake, and SLAs; rationalize services to a single COE each.
• Co-author PRDs, epics, and user stories with acceptance criteria
• Design per COE service components: catalog items/record producers, case/task templates, SLAs, notifications, Quick Messages, and workspace layouts.
• Build routing models: AWA queues, skills, schedules, capacity; remove double routing; define exception/overflow logic.
• Write functional specs for HRSD and HR Agent Workspace (UI Builder pages, record headers, side panels, related lists)
• Partner on integrations (Workday/Payroll/Equity/Identity): field mappings, source of truth, error handling, observability
• Author ATF test cases for critical paths; define Instance Scan rules; support UAT by persona and accessibility checks.
• Support reporting and dashboard creation and maintenance
• Support UAT and hypercare
• Operate in CI/CD: update set/source control hygiene
• Maintain RAID/logs
• Business stakeholder management and communications for RTB and project requirements
• • Rationalizing business requirements and translating them into technical requirements