HR Service Delivery Functional Analyst II

Western Governors University
life insurance, flexible benefit account, parental leave, paid time off, paid holidays, sick time
United States, Utah, Salt Lake City
3949 South 700 East (Show on map)
Mar 24, 2026
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. About the Role: The HR Service Delivery (HRSD) Functional Analyst II supports the effective use of ServiceNow HR Service Delivery within the People & Talent People Center. This role works closely with P&T fulfillers, functional partners, and technical teams to support case management, knowledge management, and the Employee Center experience. The HRSD Functional Analyst focuses on daytoday system support, configuration, reporting, and enablement to help streamline operations, reduce manual work, and improve the employee and P&T team experience. This role is an individual contributor reporting to a Senior Manager and operates with guidance while building functional expertise in HR service delivery processes and tools. Location: This position requires you to work in office 4 days a week at the WGU headquarters: 4001 South 700 East Salt Lake City, UT 84107. What You'll Do: Serve as the functional resource for ServiceNow HR Service Delivery, supporting P&T fulfillers across People & Talent functions. Partner with P&T stakeholders and technical teams to support defined HRSD services, workflows, and assignment groups. Assist in maintaining and enhancing the Employee Center to ensure a consistent and user-friendly intake and self-service experience. Support P&T knowledge activities including content structure, usability, and governance standards. Develop and maintain HRSD training materials, job aids and documentation for P&T fulfillers. Support adoption and change management efforts related to new HRSD enhancements and process updates. Create and maintain HRSD dashboards and reports to support operational visibility, and workload tracking. Help ensure data accuracy by reinforcing consistent service categorization and case management practices. Participate in HRSD testing, validation, and release activities in partnership with technical teams. Support basic HR system integrations and process handoffs (e.g., Workday) as needed. Perform other duties and special projects assigned. Knowledge, Skills, and Abilities You'll Need to be Successful: Functional knowledge of ServiceNow HR Service Delivery, including case management, P&T services, Employee Center, and reporting. Ability to understand and communicate ServiceNow HRSD processes and system concepts to P&T. Experience developing training materials/job aids for People & Talent/HR systems or processes. Strong attention to detail with a focus on data accuracy and consistent process execution. Strong problem-solving skills, including root-cause analysis and process improvement recommendations. Customer service mindset with an interest in continuous improvement. Collaborative mindset with proven ability to partner across P&T and technical teams without direct authority. Ability to handle sensitive information with confidentiality, integrity, and sound professional judgment. Ability to manage multiple tasks with guidance in a fast-paced, evolving environment. Effective written and verbal communication skills. Minimum Requirements: Bachelor's degree in human resources, information systems, business, or a related field. 3 years of experience in HR operations, HR shared services, HR systems, or a related functional role. Experience supporting ServiceNow HR Service Delivery. Experience supporting HR teams through system enablement. Experience creating dashboards, reports, or operational metrics within HR systems. Demonstrated ability to partner effectively with cross-functional HR and technical teams. Preferred Qualifications: Experience with Employee Center and HR knowledge management within ServiceNow. Exposure to Workday as an HCM platform and understanding of P&T/HR system integrations. Experience collaborating with ITSM or technical ServiceNow teams. Experience working within a P&T/HR Shared Services model. Experience in lieu of education Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager. Why Join WGU? You will be part of a growing, diverse, inclusive workforce, committed to creating pathways to a better life for our students by expanding access to education for everyone. We provide comprehensive dental, vision, and medical benefits, with paid time off, parental leave, and inclusive family forming benefits. We offer generous retirement and HSA company contributions. You will also have opportunity for continuous learning! Employees and their families receive discounted undergraduate and graduate WGU tuition. #LI-AE1 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.