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 (Bengaluru)
🏢 BSR
📍 Bengaluru