ServiceNow HRSD Analyst

CSL; Boca Raton (FL); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

CSL is seeking a ServiceNow HRSD Analyst to support HR Operations and COEs in gathering requirements, designing solutions, and growing our HRSD implementation. The role focuses on maintaining HRSD and connected apps, partnering with IT on platform strategy, and delivering effective HR services.

The candidate will work in a hybrid setting (three days onsite) with exposure to dashboards, reporting, and employee document management, while coordinating with stakeholders and vendors to meet business

Qualifications

• Bachelor’s degree in computer science or related field.
• Minimum 2 years of ServiceNow HRSD experience.
• 1–2 years HRIS experience.
• Broad knowledge of ServiceNow HRSD.
• Strong knowledge of workflows and flow design.
• Experience in HR Call Center support with Case Management; Voice/Chat a plus.
• Knowledge of ServiceNow HRSD Dashboards & Reporting.
• Hands-on experience with ServiceNow upgrades.
• Good vendor management skills.
• Comfortable in a fast-paced, cutting-edge tech environment.

Responsibilities

• Collaborate with global HR and ServiceNow team to define HRSD requirements and integration concepts.
• Provide end-to-end ServiceNow HRSD solution consulting across modules like Catalog, Case Management, and Knowledge.
• Lead Employee Documents Management including security, categorization, and data loads.
• Develop and maintain HR dashboards and reporting to meet HR analytics needs.
• Configure and prototype solutions based on project requirements with cross-functional teams.
• Coordinate testing activities; develop test scripts and assist with UAT.
• Monitor ServiceNow releases and drive improvements aligned with IT strategy.
• Manage relationships with vendors and ensure effective delivery of solutions.

Skills

Bachelor's in CS

ServiceNow HRSD

HRIS

Workflows

Case Management

Dashboards/Reporting

Vendor Management

UAT/Test Scripts

Upgrades

Stakeholder Management

Customer-Centric

Education

Bachelor’s Degree in Computer Science or related field

Tools

ServiceNow HRSD

DocuSign

Escriba

NICE

Job description

The Opportunity

Reporting to the Associate Director, HR Technology, as the ServiceNow Human Resources Service Delivery (HRSD) Analyst, you will bring experience in the ServiceNow platform. You will be supporting HR Operations and COE’s requirement gathering and solutioning to help us grow our Internal ServiceNow HRSD platform within the organization. You will be a key contributor on the HR Technology team. You will primarily focus on managing and maintaining ServiceNow HRSD and connected applications. You will hold a critical role in supporting CSL’s growth and successful utilization of the HRSD module.

This is a hybrid role, requiring three (3) days of onsite work weekly.

The Role

• Work with the global HR community and core ServiceNow team to assess current state processes, identify and define ServiceNow HRSD solution requirements, determine and define integration requirements and concepts, and assist with overall architecture and implementation plans.
• End to End solution consulting in Service Catalog, Case Management, Employee Document Management, Knowledge Management, and Group and Security setup.
• Lead ServiceNow’s Employee Documents Management - maintain security, categorization, and preform manual loads.
• Excellent working knowledge of ServiceNow Dashboards/Reporting functionality, fulfilling HR’s reporting and data analysis needs.
• UX experience with ServiceNow Employee Center Pro, maintaining campaigns, alerts, and widgets.
• Own HR ancillary system support and manage vendors – NICE, DocuSign, Escriba.
• Excellently manage the trusted relationship with our stakeholders to deliver on requirements.
• Ensure and maintain a strong partnership with IT on the overall ServiceNow platform strategy and architecture.
• Gather and document end-user requirements by working with cross functional teams. Prototype and configure based on project requirements.
• Partners closely with HR Technology and IT testing leads on updates/upgrades per CSL enhancement or vendors upgrades. Identify test scenarios/use cases, help develop test scripts and execute UAT with the project team.
• Keep current on new ServiceNow HRSD releases, enhancements, and communicate potential process improvements as well as ensuring HR solution designs are in-line with the overall ServiceNow platform, e.g., ITSM.
• Create related system documentation and partner with HR Communications/Change team on user Training Resources.

Your Skills & Abilities

• Bachelor’s Degree in Computer Science or a related field.
• Minimum 2 years of ServiceNow HRSD experience.
• 1-2 years HRIS experience.
• Broad knowledge of ServiceNow HRSD.
• Strong knowledge of workflows & flow design.
• Experience in HR Call Center support with Case Management. Voice/Chat functionality a plus.
• Knowledge of ServiceNow HRSD Dashboards & Reporting.
• Hands on experience with ServiceNow upgrades.
• Good vendor management skills.
• Enjoys working in a fast-paced, ever-changing environment working with cutting-edge technology.
• Enjoys providing technical consulting and working with internal stakeholders.
• Virtual agent experience a plus.
• Strong people skills, customer-centric attitude, ability to deal with cultural diversity.
• Self-directed and able to manage changing priorities and expectations to align to business objectives.