What are the responsibilities and job description for the Service Now Business Analyst with HRSD position at Excelon Solutions?
Title: Service Now Business Analyst (HRSD Experience Mandatory)
Duration: 6 Months of Contract with Possible extension
Location: Sunnyvale, CA
Roles and Responsibilities:
- Overall 10 years of experience working as Business Analyst and with 6 years as a BA on ServiceNow projects
- 6–10 years in ITSM/ITIL processes,.
- Collaborate with stakeholders to understand customer experience goals and CSDM requirements.
- Document functional requirements, user stories, and acceptance criteria.
- Analyse existing processes and recommend improvements aligned with ServiceNow and ITIL standards.
- Solution Design Support
- Work with ServiceNow architects and developers to translate business needs into technical specifications.
- Validate CSDM implementation for service mapping and data integrity.
- Customer Experience Optimization
- Define workflows and processes that enhance user experience across ServiceNow modules.
- Ensure seamless integration of customer-facing portals and self-service capabilities.
- Testing & Validation
- Support UAT and validate configurations against business requirements.
- Ensure quality and compliance with organizational standards.
- Stakeholder Communication
- Act as a liaison between business teams and technical teams.
- Provide regular updates on progress, risks, and dependencies.
Required Skills & Experience:
- Good experience working on HRSD(Human Resource Service Delivery)
Technical Knowledge:
- Familiarity with ServiceNow ITSM, ITOM, and CSDM data structures.
- Understanding of CMDB and service mapping principles.
- Process Knowledge:
- Strong grasp of ITIL framework and customer experience best practices.