System Analyst

Horizontal Talent; Minneapolis (MN); On-site; USD 85,000 - 115,000; Full time

Job summary

Horizontal Talent in Minneapolis is seeking a ServiceNow Configuration Analyst to support HR service delivery processes. You will configure and maintain HRSD modules, improve employee experience, streamline case handling and support ongoing platform enhancements.

The role collaborates with HR stakeholders, updates forms and workflows, maintains Virtual Agent topics, and provides Tier 2 support. A Bachelor's degree and 2–4 years of ServiceNow configuration experience are expected, with CSA

Qualifications

• Bachelor's degree in Information Systems, Computer Engineering, or equivalent work experience.
• 2 to 4 years of ServiceNow configuration or administration experience.
• Hands-on familiarity with HR Service Delivery modules, including Case Management, Knowledge Management, and Virtual Agent.
• ServiceNow Certified System Administrator (CSA) certification or equivalent experience.
• Basic understanding of workflows, UI policies, and data policies in ServiceNow.
• Strong attention to detail and ability to follow structured processes.

Responsibilities

• Configure and maintain ServiceNow HRSD functionality using out-of-the-box capabilities whenever possible.
• Update forms, fields, lists, workflows, and related platform components to support evolving HR needs.
• Maintain and enhance Virtual Agent topics and categories for HR services.
• Support Knowledge Management and Employee Relations case management processes.
• Manage templates and publishing workflows to support HR operations.
• Help ensure configurations align with organizational standards and security requirements.
• Document configuration changes and support version control practices.
• Partner with HR stakeholders to gather requirements and help implement solutions.
• Provide Tier 2 support for ServiceNow HRSD-related issues.

Skills

ServiceNow config

HRSD knowledge

CSA certification

Workflows & UI policies

Requirements gathering

Attention to detail

Education

Bachelor's degree in IS/CS

Tools

ServiceNow

Job description

Join a collaborative HR Product team as a ServiceNow Configuration Analyst supporting key HR service delivery processes. In this role, you will help configure and maintain ServiceNow modules that improve the employee experience, streamline case handling, and support ongoing platform enhancements.

Responsibilities

• Configure and maintain ServiceNow HRSD functionality using out-of-the-box capabilities whenever possible
• Update forms, fields, lists, workflows, and related platform components to support evolving HR needs
• Maintain and enhance Virtual Agent topics and categories for HR services
• Support Knowledge Management and Employee Relations case management processes
• Manage templates and publishing workflows to support HR operations
• Help ensure configurations align with organizational standards and security requirements
• Document configuration changes and support version control practices
• Partner with HR stakeholders to gather requirements and help implement solutions
• Provide Tier 2 support for ServiceNow HRSD-related issues

Skills

• Bachelor's degree in Information Systems, Computer Engineering, or equivalent work experience
• 2 to 4 years of ServiceNow configuration or administration experience
• Hands-on familiarity with HR Service Delivery modules, including Case Management, Knowledge Management, and Virtual Agent
• ServiceNow Certified System Administrator (CSA) certification or equivalent experience
• Basic understanding of workflows, UI policies, and data policies in ServiceNow
• Strong attention to detail and ability to follow structured processes

Preferred Skills

• Experience with HRSD-specific configurations
• Background supporting employee relations case management
• Ability to collaborate effectively with business partners and technical teams
• Strong communication and problem-solving skills
• Comfort working in an Agile team environment

Horizontal is committed to fostering an inclusive, respectful, and equitable workplace where diverse perspectives are valued. We welcome applicants from all backgrounds and encourage candidates who share a collaborative, service-oriented mindset to apply.