HR Service Delivery Functional Analyst II

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Professional 307 Pay Range: $66,300.00 - $99,500.00

Job Description

The HR Service Delivery Functional Analyst II supports the effective use of ServiceNow HR Service Delivery within the People and Talent People Center. This role partners closely with People and Talent fulfillers, functional stakeholders, and technical teams to streamline HR operations, improve self-service experiences, and reduce manual work. You will play a key role in enabling consistent, efficient, and employee-centered HR service delivery.

What You'll Do

• Serve as the functional resource for ServiceNow HR Service Delivery, supporting People and Talent fulfillers across functions
• Partner with People and Talent stakeholders and technical teams to support HRSD services, workflows, and assignment groups
• Maintain and enhance the Employee Center to ensure a consistent and user-friendly intake and self-service experience
• Support HR knowledge management activities including content structure, usability, and governance standards
• Develop and maintain training materials, job aids, and documentation for HRSD users
• Create and maintain dashboards and reports to support operational visibility and workload tracking
• Participate in testing, validation, and release activities and support basic HR system integrations as needed

What You'll Bring

• Functional knowledge of ServiceNow HR Service Delivery including case management, Employee Center, and reporting
• Ability to translate HRSD processes and system concepts to People and Talent partners
• Experience creating training materials or job aids for HR systems or processes
• Strong attention to detail with a focus on data accuracy and consistent process execution
• Problem-solving skills with the ability to identify root causes and recommend process improvements
• Collaborative mindset with the ability to partner across HR and technical teams
• Ability to handle sensitive information with confidentiality and sound judgment

Bonus Points

• Experience with Employee Center and HR knowledge management within ServiceNow
• Exposure to Workday and understanding of HR system integrations
• Experience working in an HR Shared Services environment

Experience in Lieu of Education

Equivalent relevant experience performing the essential functions of this role may be considered in place of a bachelor's degree. Generally, one year of experience may substitute for one year of education at the hiring manager's discretion.

What to Expect

At WGU, our mission drives everything we do, including how we hire. Our interview experience is designed to give qualified candidates the opportunity to show their best work through meaningful conversations and collaboration.
We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission.

Interview Steps

• Introductory call
• Hiring manager interview
• Potential third interview

Work Location

This is a full-time, in-office position at WGU's office in Salt Lake City, Utah.

Visa Sponsorship

While we welcome applicants from all backgrounds, WGU is not able to provide visa sponsorship for this role.

Travel

This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.

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