Managed Services-PE-CSD-SNOW AM - HRSD BA

Managed Services ServiceNow Techno Functional Role - Assistant Manager

Skills : ITSM HRSD

HRSD Functional Responsibilities

• Understand and document HRSD data model and modules including HR Case Management, Employee Service Center, and Knowledge Management

• Support HR case intake designs, categorization, routing, escalations, and SLAs

• Work with Virtual Agent and Live Agent (Agent Chat) and map interactions to HR cases

• Support lifecycle-driven HR processes such as onboarding, offboarding, and employee transitions

• Collaborate on HR services such as record producers, workflows, and forms

• Enable HR reporting and dashboards including case volume, SLA adherence, deflection, and experience metrics

• Understand Agent Workspace versus legacy HR experience and its operational impact

Business Analyst Responsibilities

• Lead requirements workshops with HR, compliance, and business stakeholders

• Translate requirements into user stories, acceptance criteria, and functional design documents

• Partner with developers during design and build phases

• Support UAT planning, execution, and defect management

• Drive stakeholder communication, action tracking, and dependency management

Degree