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Job description
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.
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Worksite address
sunnyvale, CA, 94087, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.