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 Any