ServiceNow Business Analyst

Job Description :

We are looking for an experienced ServiceNow Business Analyst to implement, support, and enhance the HR Service Delivery (HRSD) ecosystem. This role focuses on requirements discovery, process analysis, documentation, and integration design across HR workflows while collaborating closely with the ServiceNow Architect and business stakeholders.

Key Responsibilities :

1. HRSD Analysis & Support :

- Engage with HR teams to understand process requirements and translate them into structured user stories.

- Support HRSD capabilities, including Case & Knowledge Management, Lifecycle Events, Employee Center, Journeys, and Document Management.

- Evaluate current HR workflows and define improved future-state processes.

2. Requirements Gathering & Stakeholder Collaboration :

- Conduct workshops and interviews with HR, IT and cross-domain teams.

- Capture business, functional, and technical requirements with clear acceptance criteria.

- Partner with the ServiceNow Architect to validate feasibility and align with platform architecture.

3. Integration Solution Analysis :

- Support integration requirements for HRIS systems, identity management, payroll, and third-party HR platforms.

- Develop data flow diagrams, field mapping sheets, and error-handling frameworks.

- Define integration specifications for REST APIs, SOAP APIs, IntegrationHub, and MID Server.

4. Documentation & Technical Artifacts :

- Prepare BRDs, FRDs, user stories, process maps, and integration documents.

- Maintain detailed technical records including solution design diagrams and test documentation.

5. Testing & Validation :

- Prepare test documents

- Support UAT and release management

6. Collaboration & Governance :

- Work with ServiceNow Architects, developers, and PMs to ensure solution quality.

- Support change enablement through training content, release documents.