ServiceNow HR Service Delivery Analyst

Role: ServiceNow HR Service Delivery Analyst

Job Description:

Objective and Purpose of the Assignment

To provide technical administration and coordination support for the HR Service Delivery (HRSD) module in ServiceNow, ensuring effective configuration, maintenance, and governance of HRSD components. The consultant will also support business analysis activities to translate HR business needs into ServiceNow configurations, in close coordination with ITD and HR stakeholders.

Scope of Work

The Consultant will provide hands-on support in the day-to-day technical administration of the HRSD module, focusing on operational execution, issue resolution, and coordination across HR and IT department teams. This includes applying configuration standards, managing access controls, and ensuring smooth integration of HRSD components with broader ServiceNow functionalities. The role also involves facilitating collaboration between stakeholders, maintaining system integrity, and contributing to continuous improvement efforts within the HRSD environment.

Detailed Tasks and/or Expected Output

The ServiceNow Administrator for HRSD will be expected to do the following:

1. Identify HRSD changes on service catalogs, record producers, knowledge management and document management, and evaluate them as simple configuration or complex customizations, and must be able to identify the impact of complex customizations.
2. Perform user administration and access management within the HRSD portal, which includes maintenance of user and group visibility of specific contents within the portal, adding and removal of users and groups for HRSD (assignees, assigned groups, approvers, etc.)
3. Create and generate pertinent reports and dashboards for HRSD
4. Consult with the ITD ServiceNow team for any complex change in Service Catalogs, record producers, knowledge management and document management before executing any change.
5. Ensure that technical changes are by default executed using out-of-the-box features and functionalities in ServiceNow.
6. Maintain Service Catalogs for HRSD by performing simple changes on the existing record producers, adding simple catalog, and removing catalog items that are no longer needed or used.
7. Coordinate activities across the BPMSD and ITD teams and monitor delivery of technical deliverables
8. Report status of technical deliverables to BPMSD stakeholders.
9. Identify and escalate as necessary technical risks and issues.
10. Any other task that may be assigned relevant to the scope of work.

Minimum Qualification Requirements

EDUCATION

• Bachelor's degree in computer science, Business Management, Accounting, or a related field.

SERVICENOW EXPERIENCE

• Minimum of 5 years' experience implementing ServiceNow solutions and enhancements.

• Experience in HR Service Delivery (HRSD) is preferred

• Candidates with strong ServiceNow experience and proficiency in Flow Designer will be considered.

TECHNICAL SKILLS

• Solid working knowledge of ServiceNow configuration, including service catalog maintenance, record producers, knowledge management, employee journey, and user administration.

• Experience with Flow Designer and workflow automation.

• Familiarity ServiceNow's Employee Document Management is an advantage.

ACCESS MANAGEMENT

• Experience in ServiceNow user administration and role-based access control.

CERTIFICATION

• ServiceNow Certified System Administrator or equivalent certification is preferred.

COORDINATION AND ANALYSIS

• Experience coordinating technical deliverables and supporting business analysis activities.

• Ability to translate business requirements into platform configurations.

PROCESS AND METHODOLOGY

• Experience with both Waterfall and Agile software development methodologies (Scrum or Kanban preferred).

COMMUNICATION AND STAKEHOLDER ENGAGEMENT

• Strong oral and written communication skills in English.

• Ability to convey technical and non-technical information to diverse stakeholders.