ServiceNow HRSD Business Systems Analyst (BSA)

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Job Title: ServiceNow HRSD Business Systems Analyst

Position Type: Contract

Location: Sunnyvale, CA (5 Days Onsite)

Job Description:

We are seeking a highly skilled ServiceNow HRSD Business Systems Analyst to join our client’s HR Technology team at Intuitive Surgical. In this role, you will serve as the critical bridge between HR business stakeholders and IT/ServiceNow development teams, driving the successful delivery of HR service management initiatives.

This is a hands-on, onsite position requiring deep expertise in ServiceNow HRSD modules, particularly Configurable Workspace migration, Now Assist implementation, and Case & Knowledge Management.

Key Responsibilities

Requirements & Solution Design

Partner with HR stakeholders and People Systems teams to elicit, document, and prioritize requirements for HRSD modules

Translate business needs into functional specifications, user stories, acceptance criteria, and process flows

Collaborate with the ServiceNow HRSD Architect to design scalable, efficient solutions

Identify gaps in current HR processes and recommend ServiceNow HRSD capabilities

Module Implementation & Configuration

Configurable Workspace: Support design, testing, and rollout of HR Agent Workspaces, migrating from Classic Agent Workspace to Configurable Workspace using UI Builder

Now Assist: Configure and optimize Now Assist for HR fulfillers to improve case handling efficiency and knowledge recommendations

Case & Knowledge Management: Design knowledge article workflows integrated with HR cases

Employee Center Pro: Support employee-facing portal enhancements

Project Delivery & BAU Support

Assist in sprint planning, backlog grooming, and story prioritization in Agile environment

Support SIT and UAT including test case preparation, execution, and validation

Handle BAU activities: minor enhancements, defect fixes, incident triage

Monitor SLAs for incident resolution and defect turnaround

Recommend process improvements and automation opportunities

Integration & Stakeholder Management

Support Workday HCM and other HR system integrations

Ensure data accuracy across HRSD modules and integrated systems

Facilitate workshops, demos, and training sessions

Act as liaison between HR, IT, and development teams

Required Qualifications

Technical Experience (Must-Have)

6+ years as a Business Systems Analyst in ServiceNow environments

Hands-on experience with ServiceNow HRSD modules (generic ServiceNow experience NOT sufficient)

Configurable Workspace implementation/migration experience (UI Builder)

Now Assist for HRSD configuration or testing experience

Case & Knowledge Management module expertise (MANDATORY)

Employee Center Pro experience

Familiarity with Workday HCM integrations

Understanding of ServiceNow platform: data model, tables, workflows, security model

Experience with ServiceNow upgrade processes

Methodology & Soft Skills

Strong Agile/Scrum experience (sprint planning, backlog management)

BAU support experience (incident triage, defect management, minor enhancements)

Excellent analytical and problem-solving skills

Strong facilitation skills for workshops, demos, and training

Ability to translate technical concepts to business users and vice versa

Strong written and verbal communication skills

Ability to influence and negotiate priorities with multiple stakeholders

Preferred Certifications

ServiceNow Certified System Administrator (CSA)

ServiceNow HRSD Implementation Specialist

Agile/Scrum certification (CSM/PSM)