ServiceNow HR Service Delivery; HRSD Product Analyst Locals to Bay Area, CA

Service Now HR Service Delivery (HRSD) Product Analyst

Location: San Jose, CA – onsite from day 1 (only local candidates)

Job Type: Contract

Core

Job Description:

The Service Now HRSD Product Analyst will act as a bridge between business stakeholders and technical teams, leading discovery, crafting functional specifications, designing HRSD components, and ensuring integration with core HR systems.

• Co‑lead discovery with HR COEs (Payroll, Benefits, Leave, ER, Mobility) to map current vs target journeys, intake, and SLAs.
• Co‑author PRDs, epics, and user stories with acceptance criteria.
• Design per COE service components: catalog items/record producers, case/task templates, SLAs, notifications, Quick Messages, and workspace layouts.
• Build routing models: AWA queues, skills, schedules, capacity; remove double routing; define exception/overflow logic.
• Write functional specs for HRSD and HR Agent Workspace (UI Builder pages, record headers, side panels, related lists).
• Partner on integrations (Workday/Payroll/Equity/Identity): field mappings, source of truth, error handling, observability.

• 4+ years product/business analysis with 2+ years in Service Now HRSD.
• Hands‑on configuration experience in HRSD modules.
• Strong HRSD architecture knowledge and practical design experience.
• Ability to write precise requirements, epics, stories, and acceptance criteria.
• Experience using Jira.

• Service Now System Administrator certification (must).

• Understand Service Now configuration, HRSD modules, and defect testing/resolution.
• Be able to navigate the system, reproduce issues, test themselves, and write basic technical requirements from business requirements.
• Work with both stakeholders and engineering teams, bridging business and technology.
• Hands‑on experience in HRSD configurations (must).
• Strong HRSD architecture knowledge and hands‑on experience.
• Ability to write precise requirements, epics, stories, and acceptance criteria.
• Experience using Jira.

Associate

Contract

Human Resources