Business Analyst - HRSD Module + ServiceNow

You will be responsible for the following key responsibilities as a Business Analyst at the Global Financial Services Firm in Mumbai: - Conduct a comprehensive review of the current HR Service Delivery (HRSD) setup, evaluating processes, configurations, and adoption levels across Case & Knowledge, Lifecycle Events, and Employee Center. - Engage with HR process owners to gather feedback, identify pain points, manual bottlenecks, and automation opportunities. - Analyze and document current-state HR service delivery processes and design improved workflows utilizing new ServiceNow capabilities. - Lead requirement gathering with HR Centers of Excellence (COEs), HR Operations, and IT to prioritize enhancements for future platform phases. - Define and manage user stories, acceptance criteria, and functional documentation for new features, integrations, and improvements. - Partner with developers and architects to design and validate solutions across various areas such as Employee Center, Case & Knowledge Management, Journey Management, Now Assist / GenAI, Virtual Agent. - Define metrics and dashboards to measure employee experience, case resolution times, and self-service adoption. - Drive User Acceptance Testing (UAT) planning, stakeholder demos, and change management to ensure smooth adoption of refreshed HRSD functionality and platform upgrades. - Produce training guides, process documentation, and governance materials to ensure consistency across HR operations. - Stay updated on ServiceNow release cycles, assess new HRSD and AI-enabled features for ongoing enhancement. You should have 8 to 12 years of experience with skills in HRSD Module, ServiceNow, and Business Analysis. Additionally, you will mentor junior team members on ServiceNow HRSD best practices.,