Cynet Systems · 1 month ago
IT Business Analyst - Intermediate - Remote / Telecommute
United States
Full-time
Remote
Mid Level
3+ years expCynet Systems is seeking an IT Business Analyst to support HR Service Delivery operations. The role involves acting as a subject matter expert for HR stakeholders, translating HR business needs into effective ServiceNow HRSD solutions, and optimizing HR case management processes to enhance employee experience.
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Responsibilities
Serve as HRSD subject matter expert for HR business stakeholders and translate HR process needs into platform requirements and configurations
Triage, analyze, and resolve HRSD issues including cases, requests, and tasks, and coordinate root-cause resolutions
Manage and optimize the HR case lifecycle including intake, categorization, assignment, SLAs, escalations, and closure
Maintain and enhance the HR Knowledge Base to drive self-service adoption and case deflection
Support HR portals, service catalog items, and workflows to ensure a seamless employee experience
Partner with the ServiceNow platform team to deliver enhancements through requirements gathering, backlog grooming, solution design, configuration, testing, and release coordination
Write functional specifications, user stories, acceptance criteria, and test cases; participate in UAT and demos
Validate platform changes against HR policies, security, compliance, and data privacy requirements
Coordinate deployments using established change management processes, ensuring documentation, versioning, and rollback plans
Configure and maintain HR services, HR profiles, lifecycle events, case and workflow models, COE definitions, and data models
Administer HRSD security including roles, entitlements, COE scopes, data segmentation, and access controls
Maintain HR catalog items, forms, UI policies, client scripts, and automation such as flows, workflows, and decision tables
Monitor HRSD platform health including queues, SLAs, performance dashboards, and integration issues
Build and maintain HRSD dashboards and reports to track volumes, KPIs, SLA performance, and turnaround times
Provide insights and recommendations to reduce case volumes and improve resolution time and employee experience
Act as primary point of contact for HR service owners and HR operations leads
Conduct training, knowledge transfer sessions, and develop playbooks for HR agents and super users
Facilitate workshops for process Client, continuous improvement, and roadmap planning
Qualification
Required
Strong hands-on experience with ServiceNow HRSD including case management, COEs, lifecycle events, HR services, and security
Proven ability to translate business requirements into ServiceNow configurations, workflows, and catalog items
Strong understanding of HR data privacy, access controls, and compliance requirements
Proficiency in backlog management, user stories, UAT, and change and release management
Excellent communication and stakeholder management skills across HR, IT, and Information Security
ServiceNow certifications such as CSA, CAD, or HRSD-specific certifications
Three to seven years of experience supporting HR processes and systems
Minimum two years of hands-on experience with ServiceNow HR Service Delivery
ServiceNow HRSD configuration and administration
Business analysis and requirements documentation
Workflow and process optimization
Reporting and dashboard development
Stakeholder management and communication
Preferred
ServiceNow certifications including CSA, CAD, or HRSD-related certifications preferred
Exposure to integrations with Workday, SAP SuccessFactors, or Oracle HCM using ServiceNow IntegrationHub, MID Server, or APIs
Experience with Knowledge Management, Virtual Agent, Employee Center or Employee Center Pro, and document generation tools
Familiarity with analytics, dashboards, performance SLAs, and operational metrics
Experience supporting employee lifecycle events such as onboarding, transfers, and offboarding, and employee journeys
Company
Cynet Systems
Headquartered in Washington DC Metro Area, Cynet Systems is a top talent supplier for companies across North America.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ashwani (Ash) M.
Partner and Co-CEO
Nikhil "Nick" Budhiraja
Founder / Co-CEO
Company data provided by crunchbase