ServiceNow HRSD Business Analyst (Consultant)

CAPGEMINI INVENT

At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.  

YOUR ROLE

We are looking for a ServiceNow HR Business Analyst consultant to join our growing Employee Experience and HR practice. This role supports the design and delivery of HR Service Delivery solutions on the ServiceNow platform, helping organisations improve HR operations, streamline workflows and enhance employee experiences.

You will work with business stakeholders, delivery teams and customer representatives to support requirements gathering, process mapping and the delivery of ServiceNow HRSD capabilities such as case management, employee portals, knowledge management and HR services.

This is not a hands-on configuration or development role. Instead, you will support the bridge between the customer and delivery teams, helping translate business needs into clear requirements, user stories, process designs and functional outcomes, with guidance from more senior consultants and architects.

This is an opportunity to grow your ServiceNow, HR transformation and consulting skills while contributing to meaningful technology-enabled change programmes and building a clear pathway into more senior advisory roles.

What you will be responsible for: 

HR process and requirements analysis
•    Support the analysis and documentation of business requirements for ServiceNow HRSD solutions.
•    Work with HR teams and senior consultants to understand existing processes, pain points and improvement opportunities.
•    Assist with current-state and future-state HR process mapping, helping identify opportunities to simplify processes and improve the employee experience.
•    Translate agreed business requirements into clear user stories, acceptance criteria, functional notes and process documentation, with review and guidance from senior team members.

ServiceNow implementation delivery support
•    Support the delivery of platform capabilities and features. You will not be required to configure or develop in the platform but should become comfortable walking through deliverables and explaining how they meet business needs.
•    Work with technical teams to help ensure requirements are understood, tracked and delivered in line with agreed outcomes.
•    Support customer workshops, playback sessions, requirements validation activities and follow-up actions.
•    Contribute to workflow diagrams, functional designs, testing inputs and business process documentation.
•    Work collaboratively with architects, senior consultants, developers, senior business analysts, testers and change and enablement teams throughout implementations.

Customer and delivery team interface
•    Act as a developing technology consultant, helping customer stakeholders and delivery teams understand requirements, decisions, actions and next steps.
•    Support engagement with ServiceNow representatives and ecosystem partners where required, learning how the wider platform and partner ecosystem supports customer outcomes.

Business development
•    Support responses to RFPs and RFIs by contributing research, case study inputs, solution notes and proposal content, with guidance from senior colleagues.
•    Assist with proposal preparation and client presentation materials, building confidence in contributing to sales and pre-sales activities over time.

What makes this role unique
•    Opportunity to develop your skills in a growing globally recognised HR Transformation organisation.
•    A clear pathway into senior ServiceNow HRSD business analysis, solution advisory and customer-facing consulting roles.
•    Work within Capgemini’s strong ServiceNow ecosystem and partnerships.
•    Exposure to global deals and opportunities across the full sales to delivery lifecycle, with the support and coaching needed to grow.

YOUR PROFILE

Essential experience & certifications

•    ServiceNow certifications or training relevant to the role, ideally including ServiceNow Certified System Administrator or a willingness to achieve it within an agreed timeframe.
•    ServiceNow HRSD experience or HR transformation experience, with CIS HRSD in progress or a clear commitment to work towards certification.

• Proven experience via
  •    Exposure to at least one large ServiceNow implementation or enhancement project, OR
  •    Experience supporting HR process improvement, HR service delivery, employee experience or digital HR initiatives
• A good understanding of HR operations, the employee lifecycle and how HR services are delivered across an organisation.
• Knowledge of ServiceNow HRSD capabilities such as HR case management, employee service centre, HR knowledge management, HR service catalogue, employee journeys, workbooks and flows.
• A developing understanding of how HR connects with other business functions such as IT, Procurement and Finance.
• Interest in learning how to articulate and demonstrate ServiceNow HR and AI features to customers, with support from senior colleagues.

Key traits and capabilities
•    Good analytical thinking and problem-solving skills, with a willingness to learn structured consulting approaches.
•    Clear communication skills and confidence engaging with stakeholders at working-group level.
•    Ability to support the interface between business stakeholders, customer teams and technical delivery teams.
•    A practical awareness of the technology delivery lifecycle, including discovery and requirements gathering, solution design, testing, rollout, change management, hypercare and continuous improvement.
•    Familiarity with Agile ways of working, or a willingness to develop Agile delivery experience.
•    (Nice to have) Experience supporting project coordination, workshop preparation, action tracking, testing, training or change activities within a delivery framework such as Agile, SAFe or PMP-led environments.

A developing HR ServiceNow professional who:
•    Understands HR processes and is interested in how technology improves employee experiences.
•    Enjoys working with stakeholders to understand problems, capture requirements and shape practical solutions.
•    Can support the bridge between business teams and technical delivery teams, with guidance from more experienced colleagues.
•    Is curious about the ServiceNow platform and its wider ecosystem.
•    Is keen to support workshops, proposals, testing, rollout and change activities.
•    Wants to build a career in ServiceNow HRSD, business analysis and technology-enabled transformation, with room to grow into more senior consulting responsibilities.

WHAT YOU'LL LOVE ABOUT WORKING HERE

You will be part of the Employee Experience & HR team, which has a collaborative culture. You will work with a diverse group of talented professionals who are passionate about HR, technology, Employee Experience, AI, and dedicated to delivering exceptional solutions to diverse clients. A team that thrives on creativity and innovation, constantly pushing the boundaries of what's possible.

We are delighted to have received the “Glassdoor Best Places to work UK’ accolade for 5 consecutive years, to see what it’s like to work at Capgemini Invent, visit our Glassdoor page. 

NEED TO KNOW

At Capgemini we don’t just believe in inclusion, we actively go out to making it a working reality. Driven by our core values and Inclusive Futures for All campaign, we build environments where you can bring you whole self to work. 

We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people. All UK employees are eligible to request flexible working arrangements. 

Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our organisational ambitions. To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas. We have also invested in wellbeing apps such as Thrive and Peppy. 

CSR

We’re also focused on using tech to have a positive social impact. So, we’re working to reduce our own carbon footprint and improve everyone’s access to a digital world. It’s something we’re really serious about.  In fact, we were even named as one of the world’s most ethical companies by the Ethisphere Institute for the 10th year.  When you join Capgemini, you’ll join a team that does the right thing. 

Whilst you will have London, Manchester or Glasgow as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice. 

We offer a remuneration package which includes flexible benefits options for you to choose to suit your own personal circumstances and a variable element dependent grade and on company and personal performance. 

ABOUT CAPGEMINI

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 350,000 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, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of €22.1 billion.