ServiceNow HRSD BSA

Job Title

Recruiting and Operations Manager at Management Consulting Group

Intuitive Surgical

Sunnyvale, CA (3 Days Onsite)

Contract

Project Duration: 12 Months

• Mode:
  Zoom
• Number of Rounds: 3
• HRSD Mandatory

Service Now HRSD BSA (HR Service Delivery) role focused on configuring and delivering HRSD solutions, including Case & Knowledge Management, Configurable Workspace, Now Assist, and Employee Center Pro, with Workday integrations where applicable.

• Partner with HR stakeholders and IT/development teams to gather, analyze, and document requirements for HRSD modules (Configurable Workspace, Now Assist, Case & Knowledge Management, Employee Center Pro).
• Design scalable HRSD solutions in collaboration with the Service Now HRSD Architect; translate business needs into functional specs, user stories, acceptance criteria, and process flows.
• Support project delivery activities including sprint planning, backlog grooming, SIT/UAT, test case preparation and execution, and rollout of HRSD features.
• Configure and optimize Now Assist for HR fulfillers to improve case handling and knowledge recommendations; support BAU activities including minor enhancements, defect fixes, incident triage, and process improvements.
• Support HRSD integrations (notably Workday HCM) and ensure data accuracy across modules and integrated systems.
• Act as liaison between HR, IT, and development teams; facilitate workshops, demos, and training to ensure adoption of HRSD solutions.

• 6+ years of experience as a Business Systems Analyst or similar, preferably in Service Now HRSD environments.
• Strong understanding of HR processes (HR case resolution, knowledge management, Employee Relations).
• Hands-on experience with Configurable Workspace, Now Assist, Case & Knowledge Management, and Employee Center Pro.
• Familiarity with Workday HCM or other HR system integrations.
• Knowledge of Service Now platform concepts, data model, tables, workflows, and security model.
• Ability to gather, analyze, and document business requirements, functional specs, user stories, and acceptance criteria.
• Strong analytical and problem-solving skills, attention to detail.
• Experience in Agile environments, including sprint planning, backlog management, and stakeholder prioritization.
• Ability to collaborate effectively with HR stakeholders, IT teams, developers, and architects; strong facilitation, written and verbal communication.
• Knowledge of Service Now upgrade processes and best practices; reporting and analytics in Service Now HRSD is a plus.

• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a team.
• Attention to detail and a commitment to quality.

• Service Now Certified System Administrator (CSA)
• Service Now HRSD Implementation Specialist
• Agile or Scrum certification (CSM/PSM)

Spotlight notes and per-job details are retained from the posting but extraneous market data and non-essential boilerplate have been removed to focus on responsibilities and qualifications.