HR Service Hub Analyst (7583U), Berkeley Regional Services - #84615

At the University of California, Berkeley, we are dedicated to fostering a community where everyone feels welcome and can thrive. Our culture of openness, freedom and belonging make it a special place for students, faculty and staff.

As a world-leading institution, Berkeley is known for its academic and research excellence, public mission, diverse student body, and commitment to equity and social justice. Since our founding in 1868, we have driven innovation, creating global intellectual, economic and social value.

We are looking for applicants who reflect California's diversity and want to be part of an inclusive, equity-focused community that views education as a matter of social justice. Please consider whether your values align with our Guiding Values and Principles, Principles of Community, and Strategic Plan.

At UC Berkeley, we believe that learning is a fundamental part of working, and provide space for supportive colleague communities via numerous employee resource groups (staff organizations). Our goal is for everyone on the Berkeley campus to feel supported and equipped to realize their full potential. We actively support this by providing all of our full-time staff employees with at least 80 hours (10 days) of paid time per year to engage in professional development activities. Find out more about how you can grow your career at UC Berkeley.

Departmental Overview

The SHARE Region in Berkeley Regional Services provides reliable, high-quality administrative support in the functions of Human Resources, Research Administration and Purchasing, to faculty, academics, staff, student employees, and volunteers in support of the UC Berkeley mission of teaching, research, and public service. SHARE leads innovation and technology improvement efforts to support business processes in Berkeley Regional Services.

Position Summary

This position provides direct support to users of the HR Service Hub (ServiceNow HR Scoped Application on Employee Service Center Pro Enterprise), assists with the administration of the HR Service Hub Governance Group and documents issues and requirements for bug fixes and system enhancements. This role is responsible for Tier One incident support for HR Agents and Client Users, understanding and supporting cross-functional system users. This position also reviews incoming enhancement requests, or logs enhancement requests based on reported incidents, helping to gather requirements and evaluate requests to group them for prioritization. This position also assists with user acceptance testing and the development of communication and training materials to support change management efforts when enhancements are implemented.

Application Review Date

The First Review Date for this job is: 03/12/2026.

Responsibilities

• Understands how HR Service Hub (ServiceNow HR Service Delivery Application) system functions for business users (HR agents and campus clients) across all modules, to provide tier one user support.
• This involves triaging incidents to identify system bugs and reporting those to the technical team.
• Helps address user training gaps for the resolution of reported issues.
• Holds office hours and contributes content to Inside BRS newsletter to educate users on items that will help reduce issues and address training gaps.
• Identifies enhancement requests and meets with submitters to refine and write up requirements to be prioritized by the governance team.
• May participate in cross-functional meetings to help understand and document business processes that are required for system enhancements.
• Contributes content about enhancements as they are released, for HR Service Hub section of the Inside BRS newsletter.
• Assists with project plan development and end user documentation.
• Gathers and analyzes information to assist with development of requirements and design for projects.
• Assists with implementation, roll-out and operations stabilization following major projects.
• Conducts acceptance testing according to developed plan, and assisting with volunteer testing sessions as needed.
• Supports the governance group by managing the meeting invitations, creating meeting agendas and taking notes.
• Creates job aids and knowledge articles to assist business users (HR agents and campus clients).
• Sets up filters, dashboards and agent workspaces to assist HR agents with prioritization and effective queue management to meet service level agreements.
• Creates reports and dashboards to help supervisors monitor employee workload and address process bottlenecks.
• Keeps the website updated.
• Other duties as assigned.

Required Qualifications

• Demonstrated effective communication and interpersonal skills.
• Demonstrated ability to communicate technical information to technical and non-technical personnel at various levels in the organization.
• Interpersonal and communications skills to work with both technical and non-technical personnel at various levels in the organization.
• Self-motivated and works independently and as part of a team.
• Able to learn effectively and meet deadlines.
• Demonstrates problem-solving skills.
• Knowledge of systems and data used in HR service delivery and employee lifecycle events.
• Experience with business process documentation.
• Experience with HR business systems and business processes.
• Skills associated with analysis of processes and issues of moderate scope, information flow and architecture.
• Knowledge relating to case management software design.
• Demonstrated testing and test planning skills.
• Bachelor's degree in related area and/or equivalent experience/training.

Preferred Qualifications

• Experience with ServiceNow (preferrable HR Service Delivery and/or related applications).
• Experience with business process documentation in an HR related area.

Salary & Benefits

For information on the comprehensive benefits package offered by the University, please visit the University of California's Compensation & Benefits website.

Under California law, the University of California, Berkeley is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The budgeted hourly range that the University reasonably expects to pay for this position is $38.32 - $45.50.

• This is a full-time (40 hours/week), career position that is eligible for UC Benefits.
• This is a non-exempt, biweekly-paid position.

How to Apply

• To apply, please submit your resume and cover letter.

Other Information

• This is not a visa opportunity. This position does not include sponsorship of a new consular H-1B visa petition that would require payment of the $100,000 supplemental fee.
• This position is eligible for up to 98% remote work within the United States. The incumbent is expected to attend mandatory on-site meetings at the Berkeley campus at least twice per year, and no more than once per month, as directed. Travel to campus for required on-site meetings is the responsibility of the employee. Exact remote work arrangements are determined in partnership with the supervisor to ensure alignment with role responsibilities and departmental operations and may be modified based on operational needs.

Conviction History Background

This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.

Misconduct

SB 791 and AB 810 Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.

"Misconduct" means any violation of the policies or laws governing conduct at the applicant's previous place of employment, including, but not limited to, violations of policies or laws prohibiting sexual harassment, sexual assault, or other forms of harassment, discrimination, dishonesty, or unethical conduct, as defined by the employer. For reference, below are UC's policies addressing some forms of misconduct:

UC Sexual Violence and Sexual Harassment Policy

UC Anti-Discrimination Policy

Abusive Conduct in the Workplace

Equal Employment Opportunity

The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected status under state or federal law.