Business Analyst, HR Technology & ServiceNow

Hydro One; Toronto; On-site; CAD 89,000 - 116,000; Full time

Job summary

Hydro One, based in Ontario, Canada, is seeking a ServiceNow HRSD Business Analyst to lead the strategy, enhancements, and ongoing evolution of Hydro One's HR Service Delivery platform. The role requires a strong BA background, HRIS knowledge, and Scrum Master certification to bridge business needs with technology solutions.

You will drive requirements, run workshops, manage the HRSD backlog, and ensure ServiceNow capabilities deliver employee-centric HR transformations across the organization.

Qualifications

• Experience in product management and/or business analysis.
• Strong knowledge of HRIS preferably ServiceNow.
• Able to facilitate process mapping workshops and conduct process gap analysis
• Verbal and written communication skills
• Attention to detail and project management skills
• Analytical and problem-solving skills
• Knowledge of HR policies, procedures and processes
• Must have Agile certification (PSM, CSM, PSPO, or CSPO)

Responsibilities

• Oversee the implementation, enhancement, and management of HRSD components, including HR Case Management, HR Knowledge, Lifecycle Events, HR integrations, Virtual Agent, Performance and Analytics, Predictive Intelligence, and HR system integrations.
• Gain a comprehensive understanding of Hydro One's processes through workshops and define target process designs aligned with ServiceNow HRSD capabilities.
• Collaborate with stakeholders to capture and document business requirements.
• Document requirements or support the creation of development stories with acceptance criteria.
• Configure and/or assist in configuring the ServiceNow HRSD applications to achieve the desired outcomes.
• Contribute to best technical practices and procedures.
• Stay updated on ServiceNow HRSD capabilities and share with the team.
• Identify and resolve integration issues; debug and troubleshoot integration processes.
• Stay informed about industry trends and share insights with the team.

Skills

Business analysis

Product management

ServiceNow

HRIS

Process mapping

Workshop facilitation

Agile certification

Communication skills

Attention to detail

Project management

HR policies

Tools

ServiceNow HRSD

Job description

51901 - Toronto - Regular.

Hiring Salary Range: $89,250.00-115,500.00 / year

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

Job Function:

Join Hydro One and play a key role in transforming the employee experience through one of the world's leading digital workflow platforms. As the ServiceNow Business Analyst, you will be responsible for the strategic direction, enhancement, and ongoing evolution of Hydro One's HR Service Delivery platform.

This role is ideal for a seasoned professional who combines deep ServiceNow HRSD expertise, a strong Business Analysis background, and Scrum Master certification to successfully bridge business needs with technology solutions. You will act as the primary liaison between HR stakeholders, IT teams, and external partners, translating business requirements into a prioritized product roadmap that delivers exceptional employee experiences and business value.

You will lead workshops, drive requirements gathering and process design activities, manage the HRSD product backlog, facilitate Agile delivery practices, and ensure ServiceNow capabilities are fully leveraged to support Hydro One's HR transformation journey.

General Accountabilities:

• Oversee the implementation, enhancement, and management of HRSD components, including HR Case Management (including HR Centers of Excellence), HR Knowledge, Lifecycle Events (e.g., onboarding, offboarding, transitions), HR integrations, Virtual Agent, Performance and Analytics, Predictive Intelligence, Integration with other HR Systems, among others
• Gain a comprehensive understanding of Hydro One's existing business processes through workshops and define target process designs aligned with ServiceNow HRSD capabilities
• Collaborate with stakeholders across the organization to capture and document a thorough set of business requirements
• Document requirements or support the creation of development stories with associated acceptance criteria
• Configure and/or assist in configuring the ServiceNow HRSD application(s) to achieve the desired outcomes
• Contribute to the development and implementation of the best technical practices and procedures.
• Stay updated on the latest capabilities, functions, and features in ServiceNow HRSD and share this knowledge with the team
• Identify and resolve technical issues related to integration solutions. Perform debugging and troubleshooting of integration processes
• Stay informed about industry trends and share insights with the team

Selection Criteria:

• Experience in product management and/or business analysis
• Strong knowledge of HRIS preferably ServiceNow
• Able to facilitate process mapping workshops and conduct process gap analysisVerbal and written communication skillsAttention to detail and project management skillsAnalytical and problem-solving skillsKnowledge of HR policies, procedures and processesMust have Agile certification (PSM, CSM, PSPO, or CSPO)

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2026.