ServiceNow HRSD

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ServiceNow HRSD

San Jose, CA

Absolute Must-Haves on Resume

• ServiceNow experience must show hands-on exposure, especially HRSD modules.
• Implementation / hands-on configuration experience practical work, not just theory.
• Analyst work experience requirement gathering, UAT, bridging business & tech.
• Defect testing / issue resolution navigating, reproducing, testing defects.
• Certifications relevant ServiceNow or HRSD certifications highlighted.

What You Ll Do

Co-lead discovery with HR COEs (Payroll, Benefits, Leave, ER, Mobility) to map current vs target journeys, intake, and SLAs; rationalize services to a single COE each.

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

Author ATF test cases for critical paths; define Instance Scan rules; support UAT by persona and accessibility checks.

Support reporting and dashboard creation and maintenance

Support UAT and hypercare

Operate in CI/CD: update set/source control hygiene

Maintain RAID/logs

Business stakeholder management and communications for RTB and project requirements

Rationalizing business requirements and translating them into technical requirements

Certifications:

ServiceNow System Admin certification (must)

HRSD Implementation certification (preferred)

Hands-on experience in HRSD configurations (must)

Functional:

4+ years Product/Business Analysis with 2+ in ServiceNow HRSD

Strong HRSD architecture knowledge and hands-on experience

Ability to write precise requirements, epics, stories, and acceptance criteria

Experience using Jira