About this role
Managed Services ServiceNow Techno Functional Role - Assistant Manager
Skills : ITSM HRSD
HRSD Functional Responsibilities
• Understand and document HRSD data model and modules including HR Case Management, Employee Service Center, and Knowledge Management
• Support HR case intake designs, categorization, routing, escalations, and SLAs
• Work with Virtual Agent and Live Agent (Agent Chat) and map interactions to HR cases
• Support lifecycle-driven HR processes such as onboarding, offboarding, and employee transitions
• Collaborate on HR services such as record producers, workflows, and forms
• Enable HR reporting and dashboards including case volume, SLA adherence, deflection, and experience metrics
• Understand Agent Workspace versus legacy HR experience and its operational impact
Business Analyst Responsibilities
• Lead requirements workshops with HR, compliance, and business stakeholders
• Translate requirements into user stories, acceptance criteria, and functional design documents
• Partner with developers during design and build phases
• Support UAT planning, execution, and defect management
• Drive stakeholder communication, action tracking, and dependency management
Degree Any