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TPI Global Solutions · 3 weeks ago

Business Analyst (IT) - Intermediate (US)

Austin, TX

Full-time

Hybrid

Mid Level

3+ years exp

TPI Global Solutions is a company seeking an Intermediate Business Analyst specializing in ServiceNow HRSD. The role involves serving as a subject matter expert for HR business stakeholders, managing HRSD operations, and collaborating with the ServiceNow platform team to deliver enhancements and support HR processes.

FinanceHuman ResourcesIT InfrastructureRecruitingStaffing Agency

Growth Opportunities

Responsibilities

Serve as the HRSD subject matter expert (SME) for HR Business stakeholders—translate HR process needs into platform requirements and configurations

Triage, analyze, and resolve HRSD issues (cases, requests, tasks) and coordinate root-cause fixes

Manage and optimize HR case lifecycle: intake, categorization, assignment, SLAs, escalations, and closure

Maintain and improve HR Knowledge Base (articles, lifecycles, feedback loops) to drive case deflection and self-service adoption

Support HR portals, catalog items, service items, and HR workflows to ensure intuitive employee experience

Partner with the ServiceNow platform team to deliver enhancements: requirement gathering, backlog grooming, solution design, configuration, testing, and release coordination

Write clear functional specs, user stories, acceptance criteria, and test cases; participate in demos and UAT

Validate platform changes against HR policies, security, compliance, and data privacy (PII/PHI) requirements

Coordinate deployments with change management processes; ensure proper documentation, versioning, and rollback plans

Configure and maintain HR services, HR profiles, lifecycle events, HR case/workflow models, COE definitions, and data models

Administer HRSD security: user/role assignments, entitlements, COE scopes, data segmentation, and HR data access controls

Maintain HR catalog items, forms (UI policies, client scripts), and automation (flows, workflows, decision tables)

Monitor platform health for HRSD (queue backlogs, SLAs, performance dashboards, integration errors)

Build and maintain HRSD dashboards and reports (volumes, SLA attainment, turnaround time, KPIs)

Provide insights and recommendations to reduce case volumes, improve resolution time, and enhance employee experience

Act as the point of contact for HR service owners and HR operations leads

Conduct knowledge transfer, training, and playbooks for HR agents and super users

Facilitate workshops for process discovery, continuous improvement, and roadmap planning

Qualification

ServiceNow HRSDHR data privacyBacklog managementUser storiesServiceNow certificationsStakeholder managementCommunication skills

Required

3–7 years supporting HR processes and systems, with 2+ years hands-on in ServiceNow HRSD (case management, COEs, lifecycle events, HR services, security)

Experience translating business needs into ServiceNow configurations, flows/workflows, and catalog/forms

Strong understanding of HR data privacy, access controls, and compliance requirements

Proficiency in backlog management, user stories, UAT, and change/release management

Strong communication and stakeholder management skills across HR, IT, and InfoSec

ServiceNow certifications (e.g., CSA, CAD, HRSD-specific certs)

Company

TPI Global Solutions

TPI Global started in 1998, providing technical professionals to businesses scrambling to fix the Y2K bug.

Founded in 1998

Atlanta, Georgia, USA

201-500 employees

http://techproviders.com/

Funding

Current Stage

Growth Stage

Leadership Team

Claude Estes

Founder and CEO

Company data provided by crunchbase