Description

Managed Services ServiceNow Techno Functional Role - Assistant Manager

Skills : ITSM HRSD

Responsibilities

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

Qualifications

Degree Any

📌 Managed Services-PE-CSD-SNOW AM - HRSD BA (Bengaluru)
🏢 Important Business
📍 Bengaluru