Role Overview

The ServiceNow Business Process Consultant / Business Analyst – HR Service Delivery (HRSD) is a pivotal role at the intersection of HR process design, stakeholder engagement, and ServiceNow platform implementation. You will be responsible for analysing, designing, documenting, and optimising HR service delivery processes on the ServiceNow platform, ensuring that solutions are aligned with business requirements, ServiceNow best practices, and client governance standards.

You will work closely with HR stakeholders, subject matter experts, solution architects, and offshore delivery teams to translate HR business needs into clear configuration specifications, process maps, user stories, and test artefacts — driving high-quality outcomes across the full implementation lifecycle. You will also champion AI-readiness, knowledge management quality, and change management adoption on HRSD engagements.

Key Responsibilities

Requirements Gathering & Process Analysis

Facilitate and document requirements workshops with HR stakeholders across all Centres of Excellence (COEs) — including Talent Acquisition, Reward & Performance, Learning & Development, Payroll, and HR Operations.
Translate business requirements into ServiceNow HRSD configuration specifications, process maps, and functional design documents.
Document as-is HR processes, identify gaps and inefficiencies, and map to to-be ServiceNow workflows — including routing rules, escalation paths, and SLA tiers.
Maintain a live requirements traceability matrix (RTM) to ensure all business requirements are tracked through to configuration, testing, and sign-off.
Produce clear and structured business analysis artefacts including user stories, acceptance criteria, process narratives, and data flow diagrams.

Solution Design & Platform Advisory

Translate business requirements into ServiceNow HRSD solution designs covering HR Case Management, Employee Service Centre, HR Services, HR Catalogue, Record Producers, Assignment Rules, Lifecycle Events, and Knowledge Management.
Advise business stakeholders on ServiceNow HRSD standard processes, platform capabilities, and configuration options — clearly articulating trade-offs between configuration and customisation.
Collaborate with the ServiceNow Solution Architect and development teams on configuration decisions, integration requirements, and data model considerations.
Support AI-readiness for NowAssist chatbot integration — ensuring knowledge articles are structured, tagged by COE and service category, and reviewed for auto-resolution quality.
Work with integration teams to define interface requirements between ServiceNow HRSD and HRIS/HCM systems (e.g. Workday, SAP SuccessFactors) and other enterprise platforms.

Knowledge Management

Collaborate with HR Knowledge Managers and subject matter experts to draft, structure, and quality-review knowledge base (KB) articles for the Singapore market.
Ensure knowledge articles are appropriately tagged by COE, service category, and audience type to support self-service and NowAssist AI auto-resolution rates.
Liaise with HR SMEs to validate accuracy of compensation, benefits, policy, and regulatory content published in the Employee Service Centre.
Apply familiarity with the Knowledge Management lifecycle (Draft → Review → Approved → Published → Retired) and taxonomy design to maintain a high-quality KB.

Testing, UAT & Quality Assurance

Prepare, execute, and manage User Acceptance Testing (UAT) test scripts covering HR service categories, queue routing, SLA enforcement, and lifecycle event workflows.
Log, triage, and track defects in ServiceNow, coordinating resolution with offshore delivery and configuration teams.
Obtain formal sign-off from HR stakeholders at each testing cycle gate, maintaining clear test evidence and traceability to requirements.
Support System Integration Testing (SIT) and end-to-end scenario validation in collaboration with technical teams.

Change Management & Stakeholder Engagement

Work with HR business stakeholders to deliver change impact assessments and readiness surveys for HR agents and service centre staff.
Develop stakeholder communications, training materials, and adoption tracking metrics to support successful HRSD go-live and hypercare.
Capture agent and stakeholder feedback post-training and translate into knowledge base updates, workflow refinements, and continuous improvement recommendations.
Coordinate with the ServiceNow Solution Architect and offshore teams to resolve configuration and integration issues, escalating risks and issues to the Engagement Manager in a structured and timely manner.

Delivery Governance & Project Administration

Participate in daily standups, sprint ceremonies, backlog grooming, and governance checkpoints as the business analysis lead on HRSD workstreams.
Maintain action logs, decision registers, RAID logs, and weekly status summaries for stakeholder reporting.
Assist in the scoping of new opportunities and the preparation of client approach documents, proposals, and Statements of Work (SOWs) under the direction of Engagement Leadership.
Ensure solutions adhere to ServiceNow best practices, client security and compliance requirements, and maintainability standards.

Skills, Qualifications & Experience

Domain & Functional Knowledge

Proven experience as a Business Analyst, Business Process Consultant, or Functional Consultant on ServiceNow HRSD implementations — or strong experience in HR service operations with demonstrable ServiceNow exposure.
Good understanding of ServiceNow HRSD module components: HR Case Management, Employee Service Centre, HR Services, HR Catalogue, Knowledge Management, Lifecycle Events, and Assignment Rules.
Understanding of HR service delivery processes — case management, employee onboarding/offboarding, HR knowledge management, self-service portals, and SLA management.
Exposure to HR processes such as Talent Acquisition, Reward & Performance, or Learning & Development within regulated or enterprise environments is advantageous.
Familiarity with HRIS/HCM platforms such as Workday or SAP SuccessFactors and their integration patterns with ServiceNow.
Awareness of AI-assisted HR tooling including NowAssist, conversational AI, intent libraries, and knowledge deflection metrics is an advantage.

Business Analysis & Process Skills

Strong experience eliciting requirements, facilitating workshops, and producing functional specifications, user stories, process maps, and test scenarios.
Demonstrated ability to document as-is/to-be processes, identify gaps, and translate business needs into structured platform configuration specifications.
Experience maintaining requirements traceability matrices, action logs, decision registers, and test evidence packs.
Solid grasp of the testing lifecycle — test script authoring, SIT/UAT coordination, defect triage, and release readiness sign-off.
Familiarity with Agile and Scrum methodologies including sprint planning, backlog grooming, retrospectives, and daily standups.

Interpersonal & Professional Skills

Strong facilitation and communication skills — able to run requirements workshops, present findings, and manage stakeholder expectations at all levels.
Excellent written communication and documentation discipline — able to produce clear, structured, and audit-ready artefacts.
Strong analytical and problem-solving skills; able to simplify complex HR processes into implementable ServiceNow solution components.
Collaborative mindset; effective working with HR stakeholders, solution architects, developers, and offshore delivery teams.
Strong organisational skills — able to manage parallel workstreams across multiple COEs and meet sprint-based milestones.
Good working knowledge of Microsoft Office suite; familiarity with ServiceNow reporting or Performance Analytics is an advantage.

Certifications

ServiceNow Certified System Administrator (CSA) — Advantageous

ServiceNow HR Fundamentals Certification — Advantageous

ServiceNow CIS – HRSD — Preferred

ITIL Foundation v3 / v4 — Preferred

Agile / Scrum Practitioner Certification — Advantageous

BA / Business Analysis Certification (e.g. CBAP, CCBA) — Advantageous

Education

A degree or equivalent professional qualification in Information Technology, Business Administration, Human Resources, or a related discipline is preferred. Equivalent practical experience as a Business Analyst or Process Consultant on ServiceNow implementations will be given equal consideration, consistent with merit-based hiring principles.

ServiceNow Business Process Consultant (HRSD)