HRSD Business Systems Analyst

Droisys; Austin (TX); Hybrid; USD 68,880; Full time

Job summary

A technology consulting firm based in Austin, TX is seeking a HRSD Business Systems Analyst to support HR service delivery operations. The successful candidate will manage HR case lifecycles and act as the primary liaison with the ServiceNow team. With a focus on optimizing HR processes and configurations, the role demands strong communication skills and experience with ServiceNow HRSD. This position offers a competitive rate of $50/hr and has the potential for extensions.

Qualifications

• 3–7 years supporting HR processes and systems, with 2+ years hands-on in ServiceNow HRSD.
• Experience translating business needs into ServiceNow configurations.
• Proficiency in user stories, UAT, and change/release management.

Responsibilities

• Support HR Business team in day-to-day HRSD operations.
• Manage and optimize HR case lifecycle.
• Write clear functional specs and test cases.

Skills

ServiceNow HRSD

HR processes

Stakeholder management

Data privacy

Backlog management

Tools

ServiceNow

Job description

Droisys is an innovation technology company focused on helping companies accelerate their digital initiatives from strategy and planning through execution. We leverage deep technical expertise, Agile methodologies, and data-driven intelligence to modernize systems of engagement and simplify human/tech interaction.

Amazing things happen when we work in environments where everyone feels a true sense of belonging and when candidates have the requisite skills and opportunities to succeed. At Droisys, we invest in our talent and support career growth, and we are always on the lookout for amazing talent who can contribute to our growth by delivering top results for our clients. Join us to challenge yourself and accomplish work that matters

Here are the job details

Job Title HRSD Business Systems Analyst

Job Location Austin, TX [Onsite Hybrid Work]

Duration 6 Months [Potential Extensions]

Rate $50/hr on W2

Key Skills ServiceNow, HRMS/HRSD

Top Must Haves

• 3–7 years supporting HR processes and systems, with 2+ years hands-on in ServiceNow HRSD (case management, COEs, lifecycle events, HR services, security).
• Experience translating business needs into ServiceNow configurations, flows/workflows, and catalog/forms.
• Strong understanding of HR data privacy, access controls, and compliance requirements.
• Proficiency in backlog management, user stories, UAT, and change/release management.
• Strong communication and stakeholder management skills across HR, IT, and InfoSec.
• ServiceNow certifications (e.g., CSA, CAD, HRSD-specific certs).

Role Summary

Support the HR Business team in day-to-day HR Service Delivery (HRSD) operations and improvements. Act as the primary liaison with the ServiceNow platform team to scope, design, and deliver HRSD features, case workflows, integrations, and enhancements aligned to HR policies and compliance.

Key Responsibilities

• HRSD Operations & Business Support – Serve as the HRSD subject matter expert (SME) for HR Business stakeholders—translate HR process needs into platform requirements and configurations.
• Triage, analyze, and resolve HRSD issues (cases, requests, tasks) and coordinate root-cause fixes.
• Manage and optimize HR case lifecycle: intake, categorization, assignment, SLAs, escalations, and closure.
• Maintain and improve HR Knowledge Base (articles, lifecycles, feedback loops) to drive case deflection and self-service adoption.
• Support HR portals, catalog items, service items, and HR workflows to ensure intuitive employee experience.
• Partner with the ServiceNow platform team to deliver enhancements: requirement gathering, backlog grooming, solution design, configuration, testing, and release coordination.
• Write clear functional specs, user stories, acceptance criteria, and test cases; participate in demos and UAT.
• Validate platform changes against HR policies, security, compliance, and data privacy (PII/PHI) requirements.
• Coordinate deployments with change management processes; ensure proper documentation, versioning, and rollback plans.

Configuration & Administration (HRSD)

• Configure and maintain HR services, HR profiles, lifecycle events, HR case/workflow models, COE definitions, and data models.
• Administer HRSD security: user/role assignments, entitlements, COE scopes, data segmentation, and HR data access controls.
• Maintain HR catalog items, forms (UI policies, client scripts), and automation (flows, workflows, decision tables).
• Monitor platform health for HRSD (queue backlogs, SLAs, performance dashboards, integration errors).

Reporting & Insights

• Build and maintain HRSD dashboards and reports (volumes, SLA attainment, turnaround time, KPIs).
• Provide insights and recommendations to reduce case volumes, improve resolution time, and enhance employee experience.

Stakeholder Management & Enablement

• Act as the point of contact for HR service owners and HR operations leads.
• Conduct knowledge transfer, training, and playbooks for HR agents and super users.
• Facilitate workshops for process discovery, continuous improvement, and roadmap planning.

Must-have Qualifications

• 3–7 years supporting HR processes and systems, with 2+ years hands-on in ServiceNow HRSD (case management, COEs, lifecycle events, HR services, security).
• Experience translating business needs into ServiceNow configurations, flows/workflows, and catalog/forms.
• Strong understanding of HR data privacy, access controls, and compliance requirements.
• Proficiency in backlog management, user stories, UAT, and change/release management.
• Strong communication and stakeholder management skills across HR, IT, and InfoSec.
• ServiceNow certifications (e.g., CSA, CAD, HRSD-specific certs).

Nice-to-have Qualifications

• Exposure to integrations with Workday / SAP SuccessFactors / Oracle HCM (via ServiceNow IntegrationHub, MID Server, APIs).
• Experience with Knowledge Management, Virtual Agent, Employee Center / EC Pro, and document generation (e.g., DocGen).
• Familiarity with analytics/dashboards, performance SLAs, and operational metrics.
• Experience with lifecycle events (onboarding, transfers, offboarding), employee journeys, and policy automation.

Droisys is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. Droisys believes in diversity, inclusion, and belonging, and we are committed to fostering a diverse work environment.