Business Analyst -ServiceNow

About the Role

As a Business Analyst – ServiceNow HRSD, you will ensure that the ServiceNow HRSD platform is used effectively and consistently across the region.

The role requires regular, hands-on work in ScaniaNow, providing first-hand operational insight essential for high-quality case handling, supporting assignment groups, and building reliable knowledge content.

With a focus on functional support, requirements, defect management, testing, and knowledge, you will contribute to:

• improved process efficiency,
• consistent global standards,
• reliable HR service delivery,
• continuous system improvement.

You will work closely with regional HR teams and the Global ServiceNow HRSD function.

What You’ll Do

ServiceNow HRSD Super User Support

• Validate and review HR tickets, requests, questions, and issues before escalation to the Global ServiceNow HRSD team.
• Maintain strong system knowledge and stay up to date with new functionalities, releases, and enhancements.
• Communicate system updates and their impact clearly to HR teams and support change readiness.
• Participate in cross-functional meetings and escalate regional needs when required.

Requirement Gathering & Change Request Management

• Collect business requirements from HR Agents, the Knowledge Centre, and end users.
• Translate requirements into clear and structured Change Requests (CRs), including business justification and acceptance criteria.
• Ensure alignment between business needs, HR processes, and system capabilities.

Defect Management

• Identify and raise system defects with complete and clear documentation.
• Provide reproduction steps, screenshots, and impact descriptions to support efficient resolution.
• Track defect progress and communicate outcomes to HR teams.

Testing & Quality Assurance

• Perform structured testing of Change Requests and defect fixes in the test environment.
• Validate outcomes against defined requirements and acceptance criteria.
• Document test results and support go-live readiness.

Process Analysis & Continuous Improvement

• Analyse HR processes to understand how system functionality impacts daily workflows.
• Identify opportunities for process optimisation and system improvements.
• Support regional standardisation and alignment with global HR practices.

What You Bring

Skills & Experience

• 4–6 years of professional experience, including 2–4 years working with ServiceNow HRSD.
• Solid understanding of HR processes and system support.
• Experience in business analysis, requirement documentation, and system testing.
• Proficient knowledge of ServiceNow HRSD modules.
• Fluent English.

Your Profile

• Strong analytical and structured thinking.
• High attention to detail and focus on quality.
• Clear and effective communication with diverse stakeholders.
• Collaborative mindset and ability to work across teams.
• Proactive approach to problem-solving and continuous improvement.

Qualifications

• Bachelor’s degree in Human Resources, Information Technology, Business Administration, or a related field.
• Experience with reporting, dashboards, requirement documentation, and testing is highly valued.