The HR Systems Analyst will drive the direction and strategy of the HR Portal and case management system through ServiceNow. Serving as an employee and manager self-service tool for HR needs, the HR Portal requires continuous improvement and workflow development. The Analyst will maintain the knowledge base and ensure smooth day-to-day operations, including analyzing and reporting on late terminations.

The ideal candidate is a team player with extensive ServiceNow experience, capable of managing the full cycle of ServiceNow execution—from requirements gathering and expectation setting to building, testing, launching, and optimizing—while working independently with minimal direction. This role demands exceptional organizational and project management skills, outstanding customer service and communication abilities, and strong business acumen.

Responsibilities:

• Collaborate with HR, IT, Payroll, and other teams to resolve inquiries and update portal content and case management solutions, including metric reporting and escalation management.
• Create and maintain key metrics using ServiceNow, analyzing usage patterns, metrics, and user feedback to improve usability and report insights to leadership.
• Develop specialized portal pages, update content for knowledge articles, and maintain the main portal landing page.
• Identify the need for workflow processes and assignment groups, covering all stages of the web development cycle (Planning, Design, Development, Launch, and Maintenance).
• Provide support and training to HR, Case Agents, Managers, and employees to continuously improve system quality and user experience.
• Investigate and recommend enhancements to the HR Portal, such as improved content and alternative search strategies.
• Resolve platform-related cases and fulfill service requests, including DocuSign requests.
• Create and configure business roles, UI policies, UI actions, and client scripts.
• Participate in roadmap development and consult on platform capabilities.
• Research new capabilities and features to recommend to process owners and stakeholders.
• Create and coordinate test plans, including system and user acceptance testing.
• Participate in HR projects to build interface connectivity with ServiceNow, keeping an open mind to broader opportunities.
• Assist with troubleshooting issues between benefits administrators and payroll/HRIS systems.
• Maintain workflow procedure documentation for HR services.
• Serve as a project lead for HR services projects, assisting in issue resolution and process automation.
• Analyze ServiceNow upgrades to ensure compliance and compatibility with program requirements and existing interfaces.

Requirements:

• BS/BA degree in Information Systems Management or related field, or equivalent education and experience.
• 3 years of hands-on ServiceNow experience.
• Proficiency in JavaScript, Powershell, HTML, JSON, CSS, and AJAX.
• Experience with Tableau is a strong plus.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and manage deadlines.
• Understanding of web development strategy, user experience, and technology.
• Strong analytical and problem-solving skills.
• Proficiency with Microsoft Office Suite, especially Excel.