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Date Added: Wed 26/05/2021

Business Systems Analyst II (Service Now)

Cypress, CA, US
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Company: PROSUM

Job Type: Permanent, FullTime

Job Description

Our client is actively recruiting for a HR Business Systems Analyst II. This individual will be an integral member of the HRIS ServiceNow Human Resources Service Delivery (HRSD) team and is tasked with working with Business Stakeholders to gather and document business requirements for HRSD and other assigned solutions. Additionally, the HR Business Systems Analyst II is required to translate business requirements through analysis and design into functional solutions. The HR Business Systems Analyst II participates in the planning/analysis, design and testing phases of ServiceNow HRSD projects, working closely with business stakeholders and the entire project team to ensure project success.


The Business Systems Analyst II (Service Now) is responsible for the administration, documentation and technical support of the ServiceNow HRSD platform, contributing to enhancement efforts on the ServiceNow HRSD platform that apply technical solutions to eliminate manual processes and simplify workflows for complex procedures and leverage business knowledge and technical expertise to participate in business process improvements and engage in demonstrations, present value propositions, and proof of concepts



Requirements Elicitation - Ability to identify a desired future state that addresses a business problem.
  • Effectively uses interviewing skills to elicit, identify, and document business requirements
  • Precisely and consistently captures business problems.
  • Uncover needs and value drivers that business partners and end users would not be able to articulate on their own
  • Articulate and incorporate extensive business knowledge into requirements
  • Obtain agreement and confirm understanding by clearly interpreting business requirements

Requirements Management and Analysis - Ability to define, document and manage business requirements to the smallest set that will provide the biggest impact in advancing business objectives.
  • Accurately translates business requirements into functionality
  • Manage requirements to meet business expectations
  • Prioritize business requirements and recommends changes to multiple business processes.
  • Understand business process complexity
  • Assess the risks of various solutions looking across multiple applications
  • Document and contribute to the " to be" business process state considering multiple factors

Creating Compelling Business Case - Ability to measure and communicate proposed project benefits.
  • Clearly articulates the impact of business problems and benefits using business language
  • Understand the organization' s economic and revenue drivers
  • Understand industry-specific trends that impact the organization
  • Quickly adapts to changes in business strategy
  • Helps business partners communicate solution value to key stakeholders

Providing Accurate Project Effort Estimates - Ability to quantify and meet individual and project phase level efforts.
  • Create, manage and meet accurate project effort estimates for their assigned tasks
  • Adhere to RTS project methodology throughout project lifecycle
  • Effectively engage stakeholders in the project estimation process
  • Manage ambiguity and creates accurate project effort estimates for their assigned tasks
  • Understand, consider and communicate interdependencies for project estimates

Design for Usability - Ability to translate business requirements into business solutions for end-user adoption and productivity improvement.
  • Incorporate usability and User Interface (UI) efficiencies into business solutions
  • Understand the business data needs as it relates to a potential solution
  • Effectively conveys the business preferences and functional design to the technical teams
  • Ensure end-to-end service performance from the end user' s perspective
  • Incorporate knowledge of UI best practices in functional design

Functional Design - Ability to translate business requirements to functional designs using analysis and design techniques.
  • Understand and create functional design specifications for low to high complexity solutions
  • Provide the link between the business and technical views of the system
  • Can listen to and understand technological constraints
  • Clarify the business rationale of a solution concept
  • Map business requirements to functional specifications ensuring traceability
  • Anticipate weaknesses in the design solution to ensure risk is mitigated
  • Understand technical design specifications and ensure that the technical solution(s) developed will satisfy the needs of the business
  • Capitalize on reusability while minimizing rework by incorporating prior resolved solutions
  • Consider solution interdependencies in functional design
  • Consider third party application features and upgrades prior to designing in-house solution
  • Develop solutions for system needs that business partners would not be able to articulate on their own

Adherence to Standards - Ability to create solutions that adhere to and incorporate RTS standards.
  • Apply and uses information and technology standards in design of solution
  • Obtain key inputs from Enterprise Architecture groups to ensure compliance and exception management
  • Adhere to project management methodology
  • Can identify commonalities and suggests a consistent approach across projects



Business Requirements Testing and Validation - Managing traceability of business requirements through testing and validation process.
  • Ensure that business and non-business requirements have been met through testing and validation
  • Document validation results are as expected
  • Develop reusable test case suite
  • Execute functional, system and integration testing and validation of proposed solution
  • Work with stakeholders on evaluating coverage of test cases

User Acceptance Testing - Collaborates with stakeholder in testing for acceptance of end user business solution.
  • Participate in the installation and configuration of development/test/production Dynamics AX 2012 environments as required
  • Builds user acceptance test cases
  • Coordinate, monitor, and train end-users on business solution
  • Provide clarification on basic questions of solution testing
  • Incorporate customer feedback into delivery of service to provide the best experience possible for the customer
  • Quickly and effectively solves customer problems
  • Facilitate end-user adoption of business solution
  • Monitors testing of business solution

Business Relationship Management - Ability to engage business sponsors and contribute to their targeted business outcomes.
  • Proactively resolves customers' satisfaction issues
  • Clearly articulates the role of technology in terms easily understood by business constituencies
  • Help align customer expectations for project delivery (e.g. scope, schedule, budget, and outcome)
  • Effectively navigates conflict between multiple business partners
  • Adjust engagement to match customer preferences
  • Pursues training and development opportunities; Strives to continuously build knowledge and skills
  • Assist personnel in HRIS and REX Center to resolve technical and/or application issues
  • Participate/assist in upgrade and patching of applications
  • Other duties as requested

  • Bachelor' s Degree or equivalent work experience in a related field required
  • 3+ years' of HR Business Systems Analysis experience preferred
  • 5+ years' overall Business Systems Analysis experience required
  • 3+ years' experience with administrating ServiceNow technology required
  • 3+ years' experience with ServiceNow configuration and development of advanced workflows required
  • Demonstrated ability to have successfully completed multiple, complex, cross-functional projects required
  • Ability to lead and work collaboratively within a business unit team and have strong influencing skills
  • Must be able to manage multiple priorities and complex tasks in a dynamic work environment
  • Must be skilled in analytical techniques, practices and problem solving
  • Experience working with Project Managers with ability to accurately estimate ETAs on projects and tasks
  • Working knowledge of ServiceNow HRSD or similar HR service delivery tool preferred
  • Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required
  • Proficiency with Microsoft Windows and Microsoft Office products required
  • Proficiency with some collaboration tools like SharePoint and Box
  • Capable of learning new systems and creating/implementing new system functionality
  • Understands advanced internet and client/server architectures
  • Must be self-motivated and able to work independently with minimal supervision and as part of a team
  • Detail oriented with excellent interpersonal communication skills
  • Excellent customer service skills


Problem Solving - Ability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).

Able to:
  • Frame problems before trying to solve them
  • Provide insight into the root-causes of problems
  • Seek advice from those who have solved similar problems
  • Anticipate problems and is proactive in addressing them
  • Follow up to ensure that the problem has been resolved
  • Ask perceptive questions to seek optimal solutions
  • Explore various sources for answers, and think " outside the box" to find options
  • Be open to others' ideas to help develop solutions
  • Generate a range of solutions and courses of action with benefits, costs, and risks associated with each
  • Evaluate the chosen course of action to determine its worth and impacts

Communication - Ability to communicate effectively across all levels to support departmental and organizational objectives.

Able to:

  • Clearly express information taking into account audience and nature of the information (for example, non-technical, sensitive, and controversial)
  • Ask questions and summarize what was heard to prevent miscommunication
  • Present information in a concise and focused manner
  • Listen to others
  • Communicate written information (for example, facts, ideas, or messages) in a succinct and organized manner
  • Produce written information, which may include technical material that is appropriate for the intended audience
  • Share ideas and perspectives and encourage others to do the same
  • Inform others involved in a project of new developments
  • Ensure written messages have the desired effect on the target audience

Customer Service - Ability to develop and maintain strong relationships with customers by listening, understanding and responding to their needs.

Able to:
  • Provide service to internal and external customers to satisfy their needs and expectations
  • Listen to concerns and resolve reported issues effectively and promptly
  • Deliver high quality products and services
  • Commit to continuous improvement
  • Ensure and comply to customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system
  • Anticipate customer' s needs and move to effectively address issues
  • Establish proactive relationship with customers; includes providing education to clients as appropriate
  • Deliver high quality solutions that meet the organization' s needs
  • Elicit feedback from customers

Decision making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.

Able to:
  • Gather relevant information before making decisions
  • Escalate decisions when appropriate
  • Weigh pros and cons of each option before making a decision and moving forward
  • Balance analysis, insight, experience, and perspective when making decisions
  • Explain the rationale for a decision
  • Find solutions that are acceptable to diverse groups with conflicting interests and needs
  • Make decisions in difficult situations in a timely manner
  • Consider lessons learned from experience, differing needs, and the impact of the decision on others

Accountability - Holds self-accountable for measurable high-quality, timely, and cost-effective results.

Able to:
  • Proactively collaborate between own functional area and areas below or above in the project stream as needed
  • Set well-defined and realistic personal goals
  • Comply with established policies and procedures
  • Accept responsibility for mistakes
  • Display a high level of initiative, effort, and commitment towards completing assignments
  • Minimize re-work
  • Seek out learning opportunities
  • Identify training needs and take action to obtain knowledge
  • Anticipate and adjust for problems and roadblocks
  • Be enthusiastic for the things he/she sees as challenging
  • Be proactive throughout work assignments /projects
  • Persistently push self and others for results
  • Help others learn
  • Make good decisions on behalf of the company (profitability, compliance)
  • Manage costs
  • Provide consistency between projects

Able to:
  • Apply extensive Reliance business knowledge (two or more areas) to technology solutions
  • Building Collaborative Relationships - Develops, maintains, and strengthens partnerships with others inside or outside the organization.

Able to:
  • Establish rapport with co-workers easily
  • Encourage and facilitate cooperation, pride, trust and group identity
  • Work with others to achieve goals
  • Listen and respond constructively to other team members' ideas
  • Offer support for others' ideas and proposals
  • Be open with other team members about his/her concerns
  • Share his/her expertise with others
  • Express disagreement constructively
  • Acknowledge team members for their contributions
  • Provide assistance to others when they need it
  • Work for solutions that all team members can support
  • Effectively collaborate with geographically distributed teams to achieve goals


Leadership - Displays effort and commitment in carrying out the department' s goals and objectives.

Able to:
  • Act in a proactive and achievement-oriented manner
  • Treat co-workers in a fair and equitable manner
  • Empower others by sharing information
  • Actively listen and clarify information as needed
  • Foster an atmosphere of open communication
  • Behave in a tactful, compassionate, and sensitive manner
  • Consider and respond appropriately to the needs, feelings, and capabilities of different people in different situations
  • Share best practices and processes

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