Job Title: HRIS / ServiceNow HRSD Business Analyst
Location: Glendale, AZ
Duration: 1 year
Work Type: Full-time with part-time telework (minimum 3 days onsite per week) - local candidates
Job Summary
The ServiceNow HRSD Business Analyst serves as the primary functional expert supporting the ServiceNow Human Resources Service Delivery (HRSD) platform, with a secondary focus on HR business process analysis and SAP SuccessFactors support.
This role is responsible for designing, enhancing, and optimizing HR service delivery solutions within ServiceNow while ensuring alignment with enterprise standards, governance, and compliance requirements.
The analyst partners with HR Operations, HRIS, IT, and external vendors to translate business needs into scalable system solutions and support continuous improvements to the employee experience.
Key Responsibilities
ServiceNow HRSD (Primary Focus)
- Configure, maintain, and enhance ServiceNow HRSD modules, including:
- Case & Knowledge Management
- Employee Center / Portal
- Lifecycle Events
- HR Services
- Document Management
- HR workflows and automation
- Serve as the functional owner of the HRSD platform, including roadmap planning, release support, and continuous improvement
- Develop and maintain user stories, functional requirements, test scripts, and acceptance criteria
- Troubleshoot system issues and perform root cause analysis in partnership with technical teams
- Conduct impact assessments, regression testing, data validation, and User Acceptance Testing (UAT)
- Identify opportunities to automate and streamline HR workflows
- Ensure compliance with HR governance, data integrity, and security standards
HR Process & SuccessFactors Support (Secondary Focus)
- Partner with HR Operations, COEs, and business leaders to understand HR processes and support solution design
- Perform process mapping, gap analysis, and documentation
- Recommend process improvements to enhance employee experience
- Support configuration updates, testing, data validation, and troubleshooting in SAP SuccessFactors
- Support HR digital transformation initiatives across the employee lifecycle
Required Qualifications
- Bachelor’s degree in Human Resources, Information Systems, Business Administration, or related field OR minimum 8 years of related experience
- Minimum 3 years of hands-on experience with ServiceNow HRSD, including configuration and module support
- Experience creating user stories, functional requirements, test scripts, and acceptance criteria
- Strong troubleshooting and root cause analysis skills
- Working knowledge of HR business processes and process mapping
- Strong communication skills with the ability to translate technical concepts to HR stakeholders
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA)
- ServiceNow HRSD Fundamentals or HRSD Implementation Specialist certification
- Experience with SAP SuccessFactors
- Experience supporting global HR operations or complex HR environments
- Strong analytical skills and attention to detail
