Business Analyst (ServiceNow HRSD)

Company : Cognizant

Job Type : Full Time

Hong Kong

Number of Applicants

000+

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Job Description - Business Analyst (ServiceNow HRSD)

Responsibilities:

Facilitate and document requirements workshops with Hong Kong HR stakeholders across all centres of excellence (COEs)
Translate business requirements into ServiceNow HRSD configuration specifications and process maps
Maintain a live requirements traceability matrix
Document as-is HR processes, identify gaps, and map to to-be ServiceNow workflows including Hong Kong-specific routing rules and SLA tiers
Collaborate with the Knowledge Manager to draft, structure, and quality-review knowledge base (KB) articles for the Hong Kong market
Ensure knowledge articles are tagged by COE, service category, and audience type to support NowAssist AI auto-resolution
Liaise with HR subject matter experts to validate accuracy of compensation, benefits, and policy content
Support AI-readiness review processes for chatbot integration of knowledge articles
Prepare and execute UAT test scripts covering Hong Kong-specific service categories, bilingual queue routing, and SLA enforcement
Log, triage, and track defects in ServiceNow and coordinate resolution with offshore delivery teams
Obtain formal sign-off from HR stakeholders at each test cycle gate
Work with the business stakeholders to deliver change impact assessments and readiness surveys for HR agents
Capture stakeholder and agent feedback post-training and update knowledge base content
Maintain action logs, decision registers, and weekly status summaries for the Hong Kong workstream
Coordinate with ServiceNow Architect and offshore teams to resolve configuration and integration issues
Escalate risks and issues to the Engagement Manager in a structured and timely manner
Participate in daily standups, sprint ceremonies, and governance checkpoints as the Hong Kong BA representative

Qualifications and Skills:

Degree in Information Technology, Business Administration, Human Resources, or a related discipline
Good understanding of ServiceNow HRSD or ITSM modules
Hands-on exposure to case management, knowledge management, or service catalogue configuration is a strong advantage
Good analytical and documentation skills to translate HR process requirements into structured ServiceNow configuration specifications
Good facilitation and communication skills in English with the ability to run requirements workshops and UAT sessions
Cantonese fluency strongly preferred for engagement with Hong Kong HR stakeholders
Good attention to detail with a methodical approach to test script writing, defect tracking, and sign-off documentation
Good organisational skills with the ability to manage parallel workstreams across multiple COEs and meet sprint-based milestones
Good working knowledge of Microsoft Office suite and familiarity with ServiceNow reporting or Performance Analytics is an advantage
Fair exposure to HR processes such as Talent Acquisition, Reward & Performance, or Learning and Development within regulated environments is advantageous
Fair understanding of Knowledge Management lifecycle (Draft → Review → Published → Retired) and taxonomy design
Fair familiarity with Agile and Scrum methodologies including sprint planning, retrospectives, and daily standups
Basic understanding of HRIS platforms such as Workday and integration with ServiceNow
Fair awareness of AI-assisted HR tooling including conversational AI, intent libraries, and knowledge deflection metrics
ServiceNow Certified System Administrator (CSA) or HR Fundamentals certification is advantageous
ITIL Foundation (v3 or v4) certification is advantageous

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Business Analyst (ServiceNow HRSD)

Job Description - Business Analyst (ServiceNow HRSD)

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