Business Analyst (ServiceNow)

Role : Business Systems Analyst / Developer (ServiceNow) Need ServiceNow Certification)

Location : Mountain View CA (onsite)

Overview

We're hiring a blended Business Systems Analyst / Developer to join a highly technical HRSD ServiceNow team. We need someone who can sit with stakeholders, understand what they actually need, and then go build it themselves, end to end. This person will run stakeholder conversations and requirements discovery, and then translate that directly into strong, production-ready configuration alongside a team that ships continually.

The work centers on HR Case Management, Lifecycle Events, Knowledge Management, and Now Assist for HR, with real production stakes: this team supports a live, growing ServiceNow HRSD implementation, not a greenfield sandbox.

What You'll Actually Do

Partner directly with HR domain owners and cross-functional stakeholders to understand the actual problem before designing a solution, then own that solution through to build.

Design and build HR Services and HR Service Configurations, including conditional routing, assignment logic, and Employee Center placement, using native platform mechanisms (HR Assignment Rules, Catalog UI Policy) rather than custom scripting as a default.

Build and maintain Lifecycle Events (Activity Sets and Activities) for onboarding, offboarding, and other employee journeys, keeping them data-driven and reusable rather than one-off per population.

Own Knowledge Management workflows for HR content: publishing lifecycle, User Criteria-based audience control, and multi-language KB structure.

Configure and govern Now Assist for HR skills (case summarization, resolution notes, reply recommendations), including sensitivity controls on Employee Relations and investigation cases.

Maintain the security model separating Employee Relations and investigation cases from standard HR case access.

Translate requirements into working configuration end to end, from record producers and variable sets through to tested, production-ready HR Services.

Follow scoped app and Update Set hygiene, and leave clear handoff documentation for a team that moves fast and shares ownership.

Required Qualifications

Strong stakeholder-facing skills: comfortable leading requirements conversations with HR domain owners and cross-functional partners, asking the right questions, and pushing back when a request doesn't match the real problem.

Hands-on ServiceNow HRSD configuration experience, including HR Case Management, HR Services, and HR Service Configurations.

Demonstrated experience translating requirements directly into configuration and build, in a blended BSA/developer capacity, owning the work from conversation to shipped solution.

Working knowledge of the HRSD data model: case table inheritance, HR profile versus platform user record, and task-level structures.

Experience with Lifecycle Events and Activity Set design.

Experience with HR Knowledge Management, including publishing workflows and audience-based content control.

Sound scripting judgment: knows when to reach for native configuration (Assignment Rules, UI Policy) versus a Business Rule or Script Include, and avoids hardcoded, non-scalable branching logic.

Preferred Qualifications

Experience with Now Assist for HRSD or similar generative AI skill configuration in a case management context.

Experience with Journey Management, translations/localization for HR content, and multi-language KB pipelines.

ServiceNow Certified System Administrator (CSA).

ServiceNow Certified Implementation Specialist, Human Resources (CIS-HR).