HR-HR Operations

Overview:

We are seeking an experienced Business Analyst (BA) to join our HRIS team at Nomura to drive the review and refresh of our ServiceNow HR Service Delivery (HRSD) platform and support the next phase of our platform's evolution.

Our HRSD environment has been operational for 3 years and now requires a strategic review and refresh – optimising existing processes, improving employee experience, and adopting new capabilities such as Employee Center Pro, Now Assist (Gen AI), Journey Management, and Virtual Agent enhancements.

The ideal candidate will combine analytical depth, HR Process understanding, and hands-on ServiceNow experience to identify improvement opportunities, deliver functional enhancements, and ensure that HR digital services continue to evolve to meet global business needs.

Position Specifications

Division : Human Resource
Function : Global HRIS

Designation : Corporate

No. of Position :
Experience : years working on ServiceNow including 3+ years on HRSD module.
Qualification : Graduate/ Post Graduate in IT/Management/Business.
Req No :

Role & Responsibilities include, but not limited to:

• Conduct a comprehensive review of the current HRSD setup, assessing processes, configurations, and adoption levels across Case & Knowledge, Lifecycle Events, and Employee Center.
• Engage HR process owners to capture feedback and identify pain points, manual bottlenecks, and automation opportunities.
• Analyse and document current-state HR service delivery processes; design improved workflows leveraging new ServiceNow capabilities.
• Lead requirement gathering with HR Centres of Excellence (COEs), HR Operations, and IT to prioritise 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:
  • Employee Center Pro and Alumni Center – personalised employee experiences, dynamic content
  • Case & Knowledge Management – optimisation of categories, templates, and SLAs
  • Journey Management – onboarding, transitions, offboarding experiences
  • Now Assist / GenAI – use-case design for case summaries, intelligent search, conversational AI
  • Virtual Agent – improved HR chat automation and case routing
• Define metrics and dashboards to measure employee experience, case resolution times, and self-service adoption.
• Drive UAT planning, stakeholder demos, and change management to ensure smooth adoption of refreshed HRSD functionality and platform upgrades.
• Produce training guides using WalkMe, process documentation, and governance materials to embed consistency across HR operations.
• Maintain awareness of ServiceNow release cycles, evaluating new HRSD and AI-enabled features for ongoing enhancement
• Mentor junior team members on ServiceNow HRSD best practices

Key Skills:

• 5+ years' experience as a Business Analyst, with at least 3+ years working directly with ServiceNow HRSD.
• Strong understanding of ServiceNow HRSD modules:
  • Case & Knowledge Management
  • Employee Center / Employee Center Pro
  • Lifecycle Events / Journey Management
  • HR Profiles and Case Security
  • HR Agent Workspace and SLAs
• Experience conducting system reviews or platform optimisation projects (not just implementations).
• Strong process mapping, gap analysis, and requirements documentation skills.
• Hands-on familiarity with Flow Designer, IntegrationHub, and HRSD data structures.
• Excellent communication, stakeholder management, and presentation skills — able to bridge HR and IT audiences.
• Understanding of data protection and HR confidentiality frameworks (GDPR, DPDP Act).
• Comfortable working in Agile environments, using JIRA, Confluence, and iterative delivery.

Desirable Skills:

• ServiceNow Certified System Administrator (CSA) and Implementation Specialist – HRSD.
• Experience with Now Assist (GenAI), Virtual Agent, or Predictive Intelligence.
• Exposure to Employee Center Pro personalisation and multi-department content experiences.
• Familiarity with global HR processes (onboarding, transfers, benefits, ER cases).
• Experience producing data-driven recommendations for service improvement.

Key Competencies:

• Sel-starter mindset – able to work independently and unguided, taking ownership of outcomes from discovery to delivery.
• Strategic mindset – able to assess the maturity of existing implementations and propose scalable improvements.
• Analytical rigour – skilled at interpreting usage data and feedback to prioritise enhancements.
• Collaborative communicator – build strong relationships across HR, IT, and vendor teams.
• Employee experience focus – balances operational efficiency with user-centric design.

We are committed to providing equal opportunities throughout employment including in the recruitment, training and development of employees. We prohibit discrimination in the workplace whether on grounds of gender, marital or domestic partnership status, pregnancy, carer's responsibilities, sexual orientation, gender identity, gender expression, race, color, national or ethnic origins, religious belief, disability or age.

*Applying for this role does not amount to a job offer or create an obligation on Nomura to provide a job offer. The expression "Nomura" refers to Nomura Services India Private Limited together with its affiliates.