IT Analyst

We’re looking for a skilled HR IT Analyst / HRSD Specialist to support and enhance ServiceNow HR Service Delivery (HRSD) operations, partner with HR stakeholders, and drive continuous improvements in employee experience.

Key Responsibilities

Act as HRSD SME – translate HR process needs into ServiceNow configurations

Manage HR case lifecycle (intake → SLA → escalation → closure)

Triage & resolve HRSD issues; drive root-cause analysis

Maintain HR Knowledge Base, portals, catalogs, and workflows

Collaborate with ServiceNow team on requirements, design, testing, and releases

Configure HR services, lifecycle events, COEs, workflows, and security/access controls

Build dashboards & reports (SLA, KPIs, turnaround time)

Support UAT, backlog grooming, user stories, and release management

Enable stakeholders via training, workshops, and documentation

Must-Have Skills

3–7 years in HR systems; 2+ years in ServiceNow HRSD

Expertise in case management, COEs, lifecycle events, HR services, security

Strong experience with flows/workflows, catalog items, forms (UI policies, client scripts)

Knowledge of HR data privacy, compliance (PII/PHI), and access controls

Hands-on in UAT, user stories, backlog & release management

Excellent stakeholder communication (HR, IT, InfoSec)

Nice to Have

Integrations with Workday / SAP SuccessFactors / Oracle HCM (APIs, MID Server, IntegrationHub)

Experience with Virtual Agent, Employee Center (EC/EC Pro), Knowledge Management, DocGen

ServiceNow certifications (CSA, CAD, HRSD), ITIL Foundation

Exposure to analytics, SLAs, dashboards, and operational metrics

Knowledge of employee lifecycle events (onboarding, transfers, offboarding)