What are the responsibilities and job description for the ServiceNow HR Service Delivery HRSD Product Analyst position at SunTechPros Inc.?
ServiceNow HR Service Delivery HRSD Product Analyst
San Jose, CA (Day 1 On-Site)
Long Term
Functional:
• 6 years Product/Business Analysis with 2 in ServiceNow HRSD.
• Strong HRSD architecture knowledge and hands-on experience
• Ability to write precise requirements, epics, stories, and acceptance criteria
• Experience using Jira
Certifications:
• ServiceNow System Admin certification (must)
• Hands-on experience in HRSD configurations (must)
• HRSD Implementation certification (preferred)
What You’ll Do
• Co-lead discovery with HR COEs (Payroll, Benefits, Leave, ER, Mobility) to map current vs target journeys, intake, and SLAs; rationalize services to a single COE each.
• Co-author PRDs, epics, and user stories with acceptance criteria
• Design per COE service components: catalog items/record producers, case/task templates, SLAs, notifications, Quick Messages, and workspace layouts.
• Build routing models: AWA queues, skills, schedules, capacity; remove double routing; define exception/overflow logic.
• Write functional specs for HRSD and HR Agent Workspace (UI Builder pages, record headers, side panels, related lists)
• Partner on integrations (Workday/Payroll/Equity/Identity): field mappings, source of truth, error handling, observability
• Author ATF test cases for critical paths; define Instance Scan rules; support UAT by persona and accessibility checks.
• Support reporting and dashboard creation and maintenance
• Support UAT and hypercare
• Operate in CI/CD: update set/source control hygiene
• Maintain RAID/logs
• Business stakeholder management and communications for RTB and project requirements
- • Rationalizing business requirements and translating them into technical requirements