What are the responsibilities and job description for the ServiceNow Analyst / BSA HRSD & Employee Center position at AgreeYa Solutions?
Position Title :: ServiceNow Analyst / BSA Employee Center & Service Catalog
Duration :: Contract
Locations :: Phoenix AZ
Job Description:
Role Summary
Business Systems Analyst supporting Employee Center and Service Catalog initiatives, focusing on requirements gathering, workflow documentation, and improving employee self-service experience within ServiceNow.
Key Responsibilities
- Gather, analyze, and document business and system requirements for Employee Center and Service Catalog
- Translate stakeholder needs into:
- User stories
- Functional specifications
- Acceptance criteria
- Support catalog onboarding:
- Define request forms, variables, workflows, SLAs
- Document current-state and future-state processes for request fulfillment
- Work with IT, HR, Facilities, and other teams to standardize service offerings
- Assist in workflow automation using Flow Designer / Integration Hub
- Support UAT:
- Test case creation
- Execution support
- Defect tracking
- Help define and track experience metrics:
- Self-service adoption
- Request completion time
- CSAT
- Ensure alignment with CMDB / CSDM where applicable
- Create documentation:
- Process flows
- Knowledge articles
- Training materials
Required Skills
- 4 7 years as Business Analyst / Systems Analyst
- 2 3 years ServiceNow (Service Catalog / Employee Center preferred)
- Strong experience in workflow/process documentation
- Experience with Agile (user stories, backlog support)
- Stakeholder management skills