Business Analyst – ServiceNow HRSD (M/K)

Location: Gdańsk, PolandEntity: Global Knowledge Centre Europe (GKC)Type: Full-Time, hybrid, Professional Role Supporting Regional HR OperationsSupport Our Client’s HR Operations with ServiceNowOur clients continues to strengthen its digital HR landscape, expanding ServiceNow HR Service Delivery capabilities within the Global Knowledge Centre in Gdańsk.For our client we are looking for a candidate for the position of Business Analyst – ServiceNow HRSD who will play a key role in ensuring that ServiceNow effectively supports regional HR operations by aligning system capabilities with real business needs.This role is ideal for someone who enjoys working close to operations, understands HR processes, and wants to ensure high-quality service delivery through strong system knowledge, structured analysis, and close collaboration with HR and global IT teams.About the RoleAs a Business Analyst – ServiceNow HRSD, you will ensure that the ServiceNow HRSD platform is used effectively and consistently across the region.The role requires regular, hands-on work in ServiceNow, providing first-hand operational insight essential for high-quality case handling, supporting assignment groups, and building reliable knowledge content.With a focus on functional support, requirements, defect management, testing, and knowledge, you will contribute to:

• Improved process efficiency

• Consistent global standards

• Reliable HR service delivery

• Continuous system improvement

You will work closely with regional HR teams and the Global ServiceNow HRSD function.What You’ll Do:ServiceNow HRSD Super User Support

• Validate and review HR tickets, requests, questions, and issues before escalation to the Global ServiceNow HRSD team

• Maintain strong system knowledge and stay up to date with new functionalities, releases, and enhancements

• Communicate system updates and their impact clearly to HR teams and support change readiness

• Participate in cross-functional meetings and escalate regional needs when required

Requirement Gathering & Change Request Management

• Collect business requirements from HR Agents, the Knowledge Centre, and end users

• Translate requirements into clear and structured Change Requests (CRs), including business justification and acceptance criteria

• Ensure alignment between business needs, HR processes, and system capabilities

Defect Management

• Identify and raise system defects with complete and clear documentation

• Provide reproduction steps, screenshots, and impact descriptions to support efficient resolution

• Track defect progress and communicate outcomes to HR teams

Testing & Quality Assurance

• Perform structured testing of Change Requests and defect fixes in the test environment

• Validate outcomes against defined requirements and acceptance criteria

• Document test results and support go-live readiness

Process Analysis & Continuous Improvement

• Analyse HR processes to understand how system functionality impacts daily workflows

• Identify opportunities for process optimisation and system improvements

• Support regional standardisation and alignment with global HR practices

What You Bring:Skills & Experience:

• 4-6 years of professional experience, including 2–4 years working with ServiceNow HRSD

• Solid understanding of HR processes and system support

• Experience in business analysis, requirement documentation, and system testing

• Proficient knowledge of ServiceNow HRSD modules

• Fluent English

Your Profile:

• Strong analytical and structured thinking

• High attention to detail and focus on quality

• Clear and effective communication with diverse stakeholders

• Collaborative mindset and ability to work across teams

• Proactive approach to problem-solving and continuous improvement

Qualifications:

• Bachelor’s degree in Human Resources, Information Technology, Business Administration, or a related field

• Experience with reporting, dashboards, requirement documentation, and testing is highly valued

What We Offer:

• Private healthcare and optional life insurance

• Sports card with access to sports facilities

• Eyeglass reimbursement

• Opportunity to work in an international environment and support key HR operations

The offer applies to permanent work