ServiceNow HR Service Delivery HRSD Product Analyst at SunTechPros Inc.

ServiceNow HR Service Delivery HRSD Product AnalystSan Jose, CA (Day 1 On-Site)Long TermFunctional:• 6+ 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 Certifications:• ServiceNow System Admin certification (must)• Hands-on experience in HRSD configurations (must)• HRSD Implementation certification (preferred) 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