Hr Business Analyst

HR Business Analyst

6 Month Contract (Likely extensions)

London or Warwick (Hybrid working)

Job Purpose

We are seeking a highly skilled HR Business Analyst to join the Service Delivery Workstream of our People Transformation Programme Team. The ideal candidate will play a pivotal role in bridging the gap between HR processes, technology solutions, and business objectives; and will have experience of working with and implementing ServiceNow HRSD Module and/or SuccessFactors (ideally both). You will support the analysis and build out for the future service delivery model and be responsible for collating requirements to feed global HR technology design, to assure alignment with target operating model and future global process designs (already documented).

Key Accountabilities

• Requirement Gathering: Collaborate with stakeholders to understand business needs, gather requirements, and document them effectively, in line with templates/workbooks provided by System Integrator (SI) Partner where applicable.

• Service Delivery Model: Support the build out of the service delivery model, including analysis, ideas generation, session facilitation and generation of artefacts to cover: Service offering, scope and catalog, channel rationalisation, tiered model, team structure and roles, process standardisation, colleague experience focus, knowledge management, employee file document management, metrics, SLAs and analytics (feeding continuous improvement), governance and service transition.

• Service Management Tool Design: Utilize expertise in ServiceNow HR Service Delivery (HRSD) and knowledge of future TOM/process design (to be provided) to input into system design and configuration, leading internal sessions/workshops to build out detailed design when necessary, collaborating with key stakeholders and SMEs. This includes but is not limited to: defining assignment groups and skills; defining HR services and catalogue items (plus associated attributes); documenting workflow requirements, designing input forms; defining performance indicator requirements and designing dashboards, building out Agent tools and automation functionality (such as Agent Assist, response templates, chat, case routing) and supporting the definition of integration requirements for design.

• Testing and Quality Assurance: Support execution of technology implementation testing plans defined by SI Partner (e.g. unit testing, UAT) by conducting testing, documenting test outcomes and coordinating other testers to achieve testing schedule. Support ongoing test plan build outs and testing as necessary, such as regression testing and service rehearsal testing.

• Training and Support: Support the Change & Training Workstream and SI Partner with training to end-users and support teams on new features, functionalities, and processes implemented using HR technology as necessary.

• Knowledge Management: Manage sub project to deliver a fully cleansed, 'read to load' knowledge library of HR/People knowledge documents and artefacts (including policies, articles, templates, process maps, SOPs, guides, job aids). This involves analysis of current knowledge landscape, collation and cleanse (5S methodology), arching, updating, creation of documents and coordination with SMEs and SI Partner to load to ServiceNow Knowledge Base. Assist/lead design of future BAU knowledge management process, team structure and rules to support the service model. Collaborate with Process Workstream to ensure SOPs are developed and ready to support new processes as part of new service delivery model go live.

• Document Management: Manage a sub project to deliver a future employee file solution that is global, digital and automated. Assess current employee file landscape and devise plan for centralisation/migration/archiving. Assist/lead design of future BAU document management process.

Knowledge, experience and technical know how

• Experienced Business Analyst, ideally at a senior level


• Good understanding of HR and People Functions, processes and best practice, ideally across global organisations


• Understanding of HR Service Delivery Model is highly desirable


• Strong analytical skills with the ability to translate business needs into functional requirements and technical solutions


• Excellent communication, stakeholder collaboration and workshop facilitation skills


• Project management and coordination skills


• Experience with HR service delivery platforms, particularly ServiceNow HR Service Delivery (HRSD), is highly desirable


• Experience with HR Capital Management (HCM) Systems , particularly SuccessFactors, is highly desirable


• Experience in HR system configuration, workflow design, reporting, integrations and automation (ideally across ServiceNow and SuccessFactors)


• Proficiency in conducting system testing, developing test plans, and ensuring solution quality


• Proven track record of driving process improvements and delivering successful outcomes


• Ability to manage multiple activities and deliverables concurrently, prioritising accordingly

If you have not received a response within 48 hours of applying, please assume you have not been shortlisted this time.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.