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Business Analyst (IT) - Intermediate (US)

Sunrise Systems Inc

Austin, TX

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JOB DETAILS
LOCATION
Austin, TX
POSTED
30+ days ago
Business Analyst (IT)
Location: Austin, TX - Hybrid - 3days/week onsite
Duration: 4 months

Top Must Haves
• 3–7 years supporting HR processes and systems, with 2+ years hands-on in ServiceNow HRSD (case management, COEs, lifecycle events, HR services, security).
• Experience translating business needs into ServiceNow configurations, flows/workflows, and catalog/forms.
• Strong understanding of HR data privacy, access controls, and compliance requirements.
• Proficiency in backlog management, user stories, UAT, and change/release management.
• Strong communication and stakeholder management skills across HR, IT, and InfoSec.
• ServiceNow certifications (e.g., CSA, CAD, HRSD-specific certs).


Role Summary
Support the HR Business team in day-to-day HR Service Delivery (HRSD) operations and improvements. Act as the primary liaison with the ServiceNow platform team to scope, design, and deliver HRSD features, case workflows, integrations, and enhancements aligned to HR policies and compliance.
Key Responsibilities
HRSD Operations & Business Support
• Serve as the HRSD subject matter expert (SME) for HR Business stakeholders—translate HR process needs into platform requirements and configurations.
• Triage, analyze, and resolve HRSD issues (cases, requests, tasks) and coordinate root-cause fixes.
• Manage and optimize HR case lifecycle: intake, categorization, assignment, SLAs, escalations, and closure.
• Maintain and improve HR Knowledge Base (articles, lifecycles, feedback loops) to drive case deflection and self-service adoption.
• Support HR portals, catalog items, service items, and HR workflows to ensure intuitive employee experience.

Platform Liaison & Delivery
• Partner with the ServiceNow platform team to deliver enhancements: requirement gathering, backlog grooming, solution design, configuration, testing, and release coordination.
• Write clear functional specs, user stories, acceptance criteria, and test cases; participate in demos and UAT.
• Validate platform changes against HR policies, security, compliance, and data privacy (PII/PHI) requirements.
• Coordinate deployments with change management processes; ensure proper documentation, versioning, and rollback plans.

Configuration & Administration (HRSD)
• Configure and maintain HR services, HR profiles, lifecycle events, HR case/workflow models, COE definitions, and data models.
• Administer HRSD security: user/role assignments, entitlements, COE scopes, data segmentation, and HR data access controls.
• Maintain HR catalog items, forms (UI policies, client scripts), and automation (flows, workflows, decision tables).
• Monitor platform health for HRSD (queue backlogs, SLAs, performance dashboards, integration errors).

Reporting & Insights
• Build and maintain HRSD dashboards and reports (volumes, SLA attainment, turnaround time, KPIs).
• Provide insights and recommendations to reduce case volumes, improve resolution time, and enhance employee experience.

Stakeholder Management & Enablement
• Act as the point of contact for HR service owners and HR operations leads.
• Conduct knowledge transfer, training, and playbooks for HR agents and super users.
• Facilitate workshops for process discovery, continuous improvement, and roadmap planning.
Qualifications
Must-have
• 3–7 years supporting HR processes and systems, with 2+ years hands-on in ServiceNow HRSD (case management, COEs, lifecycle events, HR services, security).
• Experience translating business needs into ServiceNow configurations, flows/workflows, and catalog/forms.
• Strong understanding of HR data privacy, access controls, and compliance requirements.
• Proficiency in backlog management, user stories, UAT, and change/release management.
• Strong communication and stakeholder management skills across HR, IT, and InfoSec.
• ServiceNow certifications (e.g., CSA, CAD, HRSD-specific certs).

Nice-to-have
• Exposure to integrations with Workday / SAP SuccessFactors / Oracle HCM (via ServiceNow IntegrationHub, MID Server, APIs).
• Experience with Knowledge Management, Virtual Agent, Employee Center / EC Pro, and document generation (e.g., DocGen).
• Familiarity with analytics/dashboards, performance SLAs, and operational metrics.
• Experience with lifecycle events (onboarding, transfers, offboarding), employee journeys, and policy automation

Contact: Vinay.c@sunrisesys.com

About the Company

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Sunrise Systems Inc

Sunrise Systems was founded in 1990 with a clear vision to deliver world-class staffing service solutions in all labor categories, including IT consulting and solutions; all with the commitment to provide service that exceeds expectations and become the most trusted name in the industry. More than two and a half decades later, we pride ourselves on being at the forefront of the staffing industry. Combining our deep industry expertise, insights, and global resources, we have partnered with our clients to connect them with top professionals across several different industries.

We provide cost-effective Managed Staffing Solutions, Information Technology and Information Technology Consulting Services to several Fortune 500 companies and U.S. Government agencies. We provide our clients with flexible engagement models and customized products that are budget and time specific. Understanding the challenges that every business faces, we offer our services either on-site at the clients' site or from one of our globally distributed technology centers. Our onshore and offshore development capabilities ensure that we excel at meeting customer requirements every single time.

Our collective business experience spans over two and a half decades and ranges from:

  • Business, management, and technical fields
  • Information technology consulting and software solutions.
  • Providing strategic support for the development and long-term growth of new business ventures across several industries including but not limited to; accounting, banking, finance, and recruitment.
  • Motivating technology staff and establishing partnerships with Fortune 500 companies

Sunrise Systems has a vast range of competence in:

  • Design, development, and support of cloud-based solutions from simple to highly complexed
  • Database administration of multi-platform applications, complex databases, and web-based environments that include all aspects of installation, planning, maintenance, and monitoring.
  • Data processing and data migration
  • Application re-engineering and platform migration
  • Working with the Information Systems and end-user communities at all levels to resolve issues and establish consensus.
COMPANY SIZE
100 to 499 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
1990
WEBSITE
http://www.sunrisesys.com/