ServiceNow Hr Specialist - Business Application Advisor

at  FedEx

Under limited supervision, interacts with business partners and/or it staff to gather and document information related to requirements and/or software testing.

SUMMARY:

The US Business Process Analyst will be a key player in aligning business needs with the technical capabilities of ServiceNow. By leading process discovery, translating business needs into technical requirements, collaborating on configurations, and ensuring continuous improvement, this role will help optimize both business processes and technical outcomes during and after the ServiceNow implementation.

MINIMUM EDUCATION

Bachelor’s Degree in business, computer science, engineering, or information systems or related field and/or equivalent.
Minimum ExperienceRequires five (5) years equivalent work experience in information technology or engineering environment.

KNOWLEDGE, SKILLS, AND ABILITIES

Highly independent, future oriented and knowledgeable in strategic planning. Ability to influence and support cross-functional project teams in order to achieve optimal results for the business.

Business Process Leadership
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- Lead Process Discovery: Act as the lead in workshops and discussions to understand current business processes, documenting pain points, and gathering detailed business requirements.
- Gap Analysis: Compare current business processes to ServiceNow capabilities to identify areas where automation, customization, or improvements are needed.
- Process Improvement: Provide recommendations for workflow improvements based on best practices within the HR ServiceNow domain.
Translation of Business Requirements to Technical Specifications
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- Techno-Functional Documentation: Translate business requirements into clear, detailed functional and technical specifications that can be used by developers and administrators to configure ServiceNow.
- Technical Feasibility: Evaluate the feasibility of implementing certain business requirements, ensuring they align with ServiceNow’ capabilities and any technical constraints.
- Workflows and Integrations: Define workflows, automation needs, and integrations with other HR or third-party systems. Work closely with the IT and HRSD teams to ensure alignment.
Configuration and Customization Support
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- Collaborate with Technical Teams: Work closely with IT/ServiceNow administrators to configure modules and implement customizations that meet business needs. Act as the business’s voice in technical discussions.
- Functional Design Oversight: Ensure that technical solutions align with business objectives, reviewing the work of the technical teams to ensure specifications are met.
- Testing Support: Support UAT and integration testing phases by validating that technical solutions align with the original business requirements.
Reporting and Analytics
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- Reporting Needs Analysis: Work with the HR and business teams to define key reporting requirements and work with the technical team to design and implement dashboards and reports.
- Data Management: Provide guidance on data migration, ensuring data integrity and proper mapping between systems. Involve in reviewing data architecture, especially where automation and workflow dependencies are involved.
Post-Go-Live Optimization and Support
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- Continuous Improvement: After go-live, analyze the system’ performance and user feedback to suggest optimizations or new features. Lead initiatives for workflow enhancements or additional automation opportunities.
- User Training and Documentation: Participate in the creation and review of training materials. Ensure that both technical and non-technical documentation is thorough and accessible to different user groups.
Stakeholder Management
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- Cross-Functional Communication: Act as the point of contact for cross-functional communication, ensuring the business, technical teams, and stakeholders are aligned throughout the implementation and beyond.
- Change Management Collaboration: Work closely with the change management team to support the transition of new workflows and processes, ensuring user adoption.
Tech Skills:
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- ServiceNow Platform Knowledge: Familiarity with ServiceNow HRSD modules, workflow automation, and system configuration.
- Basic Scripting Knowledge: Basic understanding of ServiceNow’ scripting and automation features to effectively collaborate with technical teams.
- Integration Experience: Experience in working with integrations between ServiceNow and other HR systems (like Workday, etc.), and knowledge of APIs.