ServiceNow HRSD Analyst

About the Role

Reporting to the Associate Director, HR Technology, you will bring experience in the ServiceNow platform to support HR Operations and Centers of Excellence (COE) with requirement gathering and solutioning. This role is a key contributor to the HR Technology team, focusing on managing and maintaining ServiceNow HR Service Delivery (HRSD) and connected applications. You will play a critical role in supporting CSL’s growth and successful utilization of the HRSD module. This is a hybrid role, requiring three (3) days of onsite work weekly.

Responsibilities

• Work with the global HR community and core ServiceNow team to assess current state processes, identify and define ServiceNow HRSD solution requirements, determine and define integration requirements and concepts, and assist with overall architecture and implementation plans.
• Provide end-to-end solution consulting in Service Catalog, Case Management, Employee Document Management, Knowledge Management, and Group and Security setup.
• Lead ServiceNow’s Employee Documents Management, including maintaining security, categorization, and performing manual loads.
• Utilize excellent working knowledge of ServiceNow Dashboards/Reporting functionality to fulfill HR’s reporting and data analysis needs.
• Leverage UX experience with ServiceNow Employee Center Pro to maintain campaigns, alerts, and widgets.
• Own HR ancillary system support and manage vendors such as NICE, DocuSign, and Escriba.
• Manage trusted relationships with stakeholders to deliver on requirements.
• Ensure and maintain a strong partnership with IT on the overall ServiceNow platform strategy and architecture.
• Gather and document end-user requirements by working with cross-functional teams, then prototype and configure based on project requirements.
• Partner closely with HR Technology and IT testing leads on updates/upgrades per CSL enhancements or vendor upgrades. Identify test scenarios/use cases, help develop test scripts, and execute UAT with the project team.
• Stay current on new ServiceNow HRSD releases and enhancements, communicate potential process improvements, and ensure HR solution designs align with the overall ServiceNow platform (e.g., ITSM).
• Create related system documentation and partner with HR Communications/Change team on user training resources.

Requirements

• Bachelor’s Degree in Computer Science or a related field.
• Minimum 2 years of ServiceNow HRSD experience.
• 1-2 years of HRIS experience.
• Broad knowledge of ServiceNow HRSD.
• Strong knowledge of workflows and flow design.
• Experience in HR Call Center support with Case Management (Voice/Chat functionality a plus).
• Knowledge of ServiceNow HRSD Dashboards and Reporting.
• Hands-on experience with ServiceNow upgrades.
• Good vendor management skills.

Skills

• Enjoys working in a fast-paced, ever-changing environment with cutting-edge technology.
• Enjoys providing technical consulting and working with internal stakeholders.
• Virtual agent experience a plus.
• Strong people skills, customer-centric attitude, and ability to deal with cultural diversity.
• Self-directed and able to manage changing priorities and expectations to align with business objectives.

Schedule

This is a hybrid role, requiring three (3) days of onsite work weekly.