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Enterprise ServiceNow Business Analyst SME HRSD

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Job Description

Enterprise Service Management (ESM) ServiceNow Employee Center Pro (ECP) HR Service Delivery (HRSD) Business Analyst (BA)

The ServiceNow ECP/HRSD Business Analyst partners with HR, shared services, IT, and platform teams to define and deliver an employee-facing service experience using ServiceNow HR Service Delivery (HRSD) and Employee Center Pro (ECP). This role captures requirements, maps HR processes, designs service journeys, and translates business needs into clear user stories and acceptance criteria to support configuration, testing, adoption, and continuous improvement.

The BA acts as the bridge between HR stakeholders and technical delivery, ensuring solutions are intuitive for employees, efficient for HR agents, compliant with privacy/security policies, and aligned to enterprise standards for ESM.

Qualifications:

  • 3–7+ years as a Business Analyst delivering enterprise platforms (ServiceNow preferred).
  • Experience with HR processes and shared services operating models (case intake, triage, SLAs, routing).
  • Demonstrated ability to translate business needs into user stories and functional requirements for agile delivery.
  • Strong facilitation skills for workshops and stakeholder alignment across HR, IT, and security/privacy teams.
  • Experience supporting UAT, requirements traceability, and release readiness.
  • Hands-on BA experience with ServiceNow HRSD and/or Employee Center / Employee Center Pro implementations.
  • Familiarity with HR systems and integrations (e.g., Workday, SAP HCM, payroll providers, Azure AD).
  • Experience with knowledge management and self-service design (deflection strategy, taxonomy, search relevance).
  • Exposure to Virtual Agent conversation requirements and/or AI-assisted content (e.g., summarization, knowledge generation) where applicable.
  • Consulting experience and comfort working across multiple stakeholder groups and delivery teams.
  • Certifications:
    • ITIL v4/5 (required)
    • ServiceNow CSA (required)
    • ServiceNow Certified Implementation Specialist - HRSD (1+ capabilities)
    • ServiceNow Micro-Certs (Virtual Agent, Performance Analytics)
    • Agile/Scrum
  • Core Skills & Competencies
    • Requirements elicitation, process mapping, and functional design
    • User story writing and backlog management (Agile/Scrum)
    • Strong written and verbal communication; executive-ready storytelling
    • Analytical mindset: turning data/insights into improvement opportunities
    • Empathy for employee experience + operational practicality for HR agents
    • Detail-oriented with strong follow-through in fast-paced delivery environments
  • Tools / Methods
    • ServiceNow (HRSD, Employee Center Pro/Employee Center), Jira/Azure DevOps
    • Miro/Visio/Lucidchart for process maps and journey mapping
    • Confluence/SharePoint for documentation
    • Agile/Scrum delivery methods, requirements traceability

Requirements

 

  • Discovery, Requirements & Stakeholder Management
    • Lead discovery workshops with HR stakeholders (e.g., Benefits, Payroll, Talent, Employee Relations) to document current state, pain points, and target outcomes.
    • Elicit and document requirements for HR services, intake channels, case processes, knowledge, catalog, and portal experiences.
    • Create and maintain key artifacts: BRDs, process maps, functional requirements, story backlogs, service catalogs, and training/support materials.
    • Manage stakeholder expectations, communicate scope and impacts, and support decision-making with options and trade-offs.
  • Employee Experience (ECP) & Service Journey Design
    • Define employee journeys and portal experience requirements for Employee Center Pro:
    • Topic hierarchy, landing pages, navigation, and content organization
    • Search expectations, knowledge discovery, and “find answers fast” design
    • Intake design across channels (portal, email, chat/Virtual Agent where applicable)
    • Collaborate with UX/content owners to ensure consistent language, accessibility, and strong self-service outcomes.
  • HRSD Process & Case Management Design
    • Translate HR operating model needs into HRSD capabilities including:
    • Case types, routing/assignment rules, HR agent workspace needs
    • SLAs/OLAs, priority frameworks, and escalation paths
    • HR tasks, approvals, notifications, and communications templates
    • Ensure HR services align with policy and compliance requirements (e.g., PII handling, confidentiality, retention).
  • User Stories, Acceptance Criteria & Backlog Management
    • Write high-quality user stories with clear acceptance criteria, process rules, and data requirements.
    • Prioritize backlog with product owners, ensuring alignment to release goals and business value.
    • Support sprint ceremonies (refinement, planning, reviews) and ensure traceability from requirements → stories → test cases → outcomes.
  • Data, Integrations & Reporting Requirements
    • Identify data needs and integration requirements (e.g., Workday/SAP HCM, payroll, identity systems, document repositories).
    • Define reporting and analytics requirements: case volume trends, deflection, SLA compliance, satisfaction, and adoption.
    • Partner with integration and platform teams to validate feasibility, dependencies, and success criteria.
  • Testing, UAT & Release Readiness
    • Develop test scenarios and coordinate SIT/UAT planning and execution, support defect triage and retesting.
    • Validate that delivered functionality meets business outcomes and is ready for production (training, comms, support model).
    • Contribute to go-live readiness: cutover inputs, knowledge readiness, and hypercare triage processes.
  • Adoption, Change & Continuous Improvement
    • Support change management by producing training materials, job aids, knowledge articles, and stakeholder comms.
    • Gather feedback post-launch, analyze case drivers, and recommend improvements to portal content, routing, and workflows.
    • Help establish governance for catalog/knowledge lifecycle (ownership, review cadences, content standards).

The base compensation range for this role in the posted location is: $84,150 to $170,040.

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

 

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 

  • Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
  • Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
  • Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
  • Life and disability insurance
  • Employee assistance programs
  • Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

 

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect.  We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant in the United States.  http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

 

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.

 
Ref. code:  384827
Posted on:  Mar 30, 2026
Experience Level:  Experienced Professionals
Contract Type:  Permanent
Location: 

Houston, TX, US

Brand:  Capgemini
Professional Community:  Cloud Infrastructure Management


Nearest Major Market: Houston

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