Business Analyst - ServiceNow HRSD

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Position Summary

We are seeking a highly motivated and skilled ServiceNow Business Analyst with specialization in HRSD to be part of our Colleague Experience team. The ServiceNow HRSD Business Analyst will be responsible for gathering business requirements, and designing and maintaining all HRSD applications (except for Knowledge Management and the Portal).

This role requires a strong understanding of HR Service Delivery (HRSD) principles and the ability to collaborate with cross-functional teams to deliver business process improvements. The ideal candidate will have experience in ServiceNow HRSD with strong knowledge of standardizations and best practices.

Responsibilities:

• Collaborates with stakeholders to gather and analyze business requirements, translating them into technical specifications and solutions within ServiceNow HRSD.

• Leads the design, documentation and show backs of ServiceNow HR Services, Record Producers, SLAs, Lifecycle Events and Journeys.

• Provides expert guidance and best practices for utilizing ServiceNow HRSD applications and capabilities to drive business process optimization.

• Leads and performs data analysis and reporting to support decision-making and identify improvement opportunities across platform.

• Collaborates with HRSD process owners, product owner, developers and other stakeholders to improve existing services and processes.

• Develops and maintains detailed business requirements documentation, including design specifications, test plans, and deployment procedures.

• Provides training and support to users for new or modified features and functionalities.

• Stays current with industry trends and advancements in ServiceNow technology to continually improve service offerings.

• Develops and manages documentation, including design workbooks and test scenarios.

• Supports user acceptance testing (UAT) and maintains clear communication with stakeholders.

Required Qualifications

• 5 + years of experience in HR Operations

• 5+ years of experience designing, configuring, and maintaining ServiceNow HRSD applications, including writing detailed functional requirements for development teams

• 3+ years' experience with backlog, demand, and incident management

• 2+ years' demonstrated problem-solving skills

• 2+ years' experience effectively communicating and collaborating in a diverse team environment

Preferred Qualifications

• ServiceNow certifications (such as Certified System Administrator or Certified Implementation Specialist)

• Technical background

• Strong attention to detail

Education

• Bachelor's degree in human resources, Computer Science, Information Technology, or a related field

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$83,430.00 - $222,480.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan .

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 03/30/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran - committed to diversity in the workplace.