Business Analyst - HRSD Module + ServiceNow

Hi,

This is with regards to an opening with Global Financial Services Firm in Mumbai

Role - Business Analyst

Skills - HRSD Module + ServiceNow + Business Analysis

Exp - 8 to 12 years

Responsibilities:

▪ Conduct a comprehensive review of the current HRSD setup, assessing processes,

configurations, and adoption levels across Case & Knowledge, Lifecycle Events, and Employee

Center.

▪ Engage HR process owners to capture feedback and identify pain points, manual bottlenecks,

and automation opportunities.

▪ Analyse and document current-state HR service delivery processes; design improved workflows

leveraging new ServiceNow capabilities.

▪ Lead requirement gathering with HR Centres of Excellence (COEs), HR Operations, and IT to

prioritise enhancements for future platform phases.

▪ Define and manage user stories, acceptance criteria, and functional documentation for new

features, integrations, and improvements.

▪ Partner with developers and architects to design and validate solutions across:

▪ Employee Center Pro and Alumni Center – personalised employee experiences, dynamic

content

▪ Case & Knowledge Management – optimisation of categories, templates, and SLAs

▪ Journey Management – onboarding, transitions, offboarding experiences

▪ Now Assist / GenAI – use-case design for case summaries, intelligent search, conversational

AI

▪ Virtual Agent – improved HR chat automation and case routing

▪ Define metrics and dashboards to measure employee experience, case resolution times, and

self-service adoption.

▪ Drive UAT planning, stakeholder demos, and change management to ensure smooth adoption

of refreshed HRSD functionality and platform upgrades

▪ Produce training guides using WalkMe, process documentation, and governance materials to

embed consistency across HR operations.

▪ Maintain awareness of ServiceNow release cycles, evaluating new HRSD and AI-enabled

features for ongoing enhancement

▪ Mentor junior team members on ServiceNow HRSD best practices