Service Now Business Analyst (HRSD Experience Mandatory)

Overview

Title: Service Now Business Analyst (HRSD Experience Mandatory)

Duration: 6+ Months of Contract with Possible extension

Location: Sunnyvale, CA (Hybrid)

Responsibilities

• Overall 10+ years of experience working as Business Analyst and with 6+ years as a BA on ServiceNow projects
• 6–10 years in ITSM/ITIL processes
• Collaborate with stakeholders to understand customer experience goals and CSDM requirements.
• Document functional requirements, user stories, and acceptance criteria.
• Analyze existing processes and recommend improvements aligned with ServiceNow and ITIL standards.
• Solution Design Support
• Work with ServiceNow architects and developers to translate business needs into technical specifications.
• Validate CSDM implementation for service mapping and data integrity.
• Customer Experience Optimization
• Define workflows and processes that enhance user experience across ServiceNow modules.
• Ensure seamless integration of customer-facing portals and self-service capabilities.
• Testing & Validation
• Support UAT and validate configurations against business requirements.
• Ensure quality and compliance with organizational standards.
• Stakeholder Communication
• Act as a liaison between business teams and technical teams.
• Provide regular updates on progress, risks, and dependencies.

Required Skills & Experience

Good experience working on HRSD (Human Resource Service Delivery)

Technical Knowledge

• Familiarity with ServiceNow ITSM, ITOM, and CSDM data structures.
• Understanding of CMDB and service mapping principles.
• Process Knowledge:
• Strong grasp of ITIL framework and customer experience best practices.