Sunrise Systems, Inc. · 1 month ago
Business Analyst (IT) - Intermediate (US)
Austin, TX
Full-time
Hybrid
Mid Level
3+ years expSunrise Systems, Inc. is seeking a Business Analyst (IT) to support the HR Business team in HR Service Delivery operations and improvements. The role involves acting as a liaison with the ServiceNow platform team to design and deliver HRSD features and enhancements while ensuring compliance with HR policies.
Information Technology & Services
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
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)
Preferred
Exposure to integrations with Workday / SAP SuccessFactors / Oracle HCM (via ServiceNow IntegrationHub, MID Server, APIs)
Experience with Knowledge Management, Virtual Agent, Employee Center / EC Pro, and document generation (e.g., DocGen)
Familiarity with analytics/dashboards, performance SLAs, and operational metrics
Experience with lifecycle events (onboarding, transfers, offboarding), employee journeys, and policy automation
Company
Sunrise Systems, Inc.
Sunrise Systems was founded in 1990 with a clear vision to deliver world-class staffing service solutions in all labor categories, including IT consulting and solutions; all with the commitment to provide service that exceeds expectations and become the most trusted name in the industry.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Ruchi Hajra
Senior Account Manager/Client Servicing/Talent Acquisition Partner
Company data provided by crunchbase