ServiceNow Analyst - HRSD, Service Catalog

Job Title: ServiceNow Analyst – Employee Center & Service Catalog

Location: Phoenix, AZ / Dallas, TX / Westerville, OH (Onsite)

Employment Type: Contract
Compensation: Up to $110K + Benefits (13 PTO + 7 Federal Holidays) OR $65/hr C2C

Role Overview

We are seeking a ServiceNow Analyst with experience supporting Employee Center, Service Catalog, and request fulfillment processes. This role focuses on improving the employee self-service experience, onboarding new services into the catalog, driving workflow automation, and partnering with business stakeholders to enhance ServiceNow adoption.

Key Responsibilities

• Manage and enhance Employee Center and Service Catalog experiences
• Gather business requirements and translate them into user stories, functional requirements, and acceptance criteria
• Create and maintain Service Catalog items, record producers, request workflows, and approval processes
• Partner with IT, HR, Facilities, Security, and other shared services teams to onboard new services into the catalog
• Support workflow automation using Flow Designer and Integration Hub
• Coordinate UAT activities, release readiness, training materials, and stakeholder communications
• Monitor and report on self-service adoption, request completion time, CSAT, and service usage trends
• Improve portal usability, search experience, content organization, and knowledge integration
• Participate in Agile ceremonies including backlog refinement, sprint planning, reviews, and retrospectives
• Support governance, audit readiness, and process standardization initiatives

Required Skills

• 3–5 years of ServiceNow experience
• Experience with Employee Center, Service Catalog, HRSD, or employee-facing request workflows
• Hands-on experience with Flow Designer, Record Producers, Catalog Items, and request fulfillment processes
• Strong requirements gathering, stakeholder management, and UAT experience
• Experience creating user stories, acceptance criteria, and process documentation
• Understanding of employee self-service, workflow automation, and service delivery processes
• Familiarity with Agile methodologies and backlog management

Preferred Skills

• Employee Center experience
• HRSD experience
• ServiceNow CSA Certification
• ITIL Foundation Certification
• Experience working in regulated enterprise environments (Banking, Financial Services, Healthcare, Insurance)

Ideal Candidate Profile

This role is best suited for a ServiceNow Business Analyst, Functional Consultant, Product Analyst, HRSD Analyst, or Service Catalog Analyst who has experience improving employee-facing ServiceNow services and partnering with business stakeholders to drive adoption and process improvements.