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PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

HR Service Delivery Analyst

San Mateo (hybrid) or San Diego (hybrid) US Remote (ok) Pacific time zone core hours

This position is for a contract engagement through our staffing partner DZConneX (Yoh Services).

Job Summary:

The HR Service Delivery Analyst plays a critical role in supporting the HR Service Delivery (HRSD) function by analyzing HR case trends, and processes to ensure effective delivery of HR services and enhance the overall employee experience. This position requires a detail-oriented individual with strong analytical skills, a solid understanding of HR practices, and the ability to translate data insights into actionable recommendations. The HRSD Analyst collaborates closely with HR partners and stakeholders to drive process improvements, optimize service delivery, and contribute to the achievement of organizational HR goals.

Key Responsibilities:

  • Data Analysis and Reporting: Collect, analyze, and interpret HR data from various sources, including HR systems, surveys, and reports. Identify trends, patterns, and insights to evaluate HR service delivery effectiveness, identify areas for improvement, and provide recommendations to enhance HR processes and practices. Prepare regular and ad-hoc reports and dashboards to track key HR metrics and performance indicators.

  • Stakeholder Collaboration: Work closely with HR business partners, HR operations teams, and other stakeholders to understand their needs and provide data-driven insights and recommendations. Participate in cross-functional projects, committees, or working groups to represent the HRSD perspective and contribute to HR initiatives.

  • Process Improvement: Collaborate with HR stakeholders to assess current HRSD processes, identify pain points, and develop solutions to optimize efficiency, accuracy, and overall service quality. Recommend process enhancements and automation opportunities to streamline workflows, reduce manual effort, and improve the employee experience. Participate in the implementation and evaluation of process improvement initiatives.

  • System Administration and Support: Support HR systems used for HRSD activities, such as case management, employee self-service portals, and knowledge management systems. Assist in system configuration, testing, and troubleshooting. Ensure data integrity and compliance with security protocols. Provide end-user support and training to HR colleagues and employees on HRSD tools and systems.

  • Compliance and Policy Adherence: Stay updated on relevant employment laws, regulations, and HR policies. Collaborate with HR partners to ensure HRSD processes and practices align with legal requirements and industry best practices. Identify potential compliance risks and recommend appropriate mitigation strategies.


  • Minimum 5 years of experience as an Analyst working in a ServiceNow environment (preferably HRSD)

  • Bachelor's degree in Human Resources, Business Administration, or a related field (or equivalent work experience).

  • Proven experience in ServiceNow HRSD analytics or ITSM analytics.

  • Strong analytical and problem-solving skills, with the ability to analyze complex data sets and draw actionable insights.

  • Solid understanding of HR processes, policies, and best practices.

  • Excellent communication skills, with the ability to present complex information in a clear and concise manner.

  • Attention to detail and the ability to manage multiple tasks and priorities effectively.

  • Strong collaboration and interpersonal skills to work effectively with cross-functional teams and stakeholders.

  • Ability to maintain confidentiality, exercise discretion, and handle sensitive information appropriately.

  • Continuous learning mindset with a willingness to stay updated on HR trends and emerging technologies.

Please note that this job description serves as a general guideline and may be subject to modifications or additions based on specific organizational needs and HR practices.

At SIE, working with our partners, we consider several factors when setting each role’s base pay range, including the competitive benchmarking data for the market and geographic location. Please note that the individual base pay range may vary based on job-related factors which may include knowledge, skills, experience, and location. In addition, this role is eligible for benefit offerings that include medical, dental, and vision. Click here to learn more.

This is a flexible role that can be remote, with varying pay ranges based on geographic location. For example, if you are based out of Seattle, the estimated base pay range for this role is listed below, this is an hourly rate.

$65—$98 USD

Equal Opportunity Statement:

Sony is an Equal Opportunity Employer. All persons will receive consideration for employment without regard to gender (including gender identity, gender expression and gender reassignment), race (including colour, nationality, ethnic or national origin), religion or belief, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity, trade union membership or membership in any other legally protected category.

We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond.

PlayStation is a Fair Chance employer and qualified applicants with arrest and conviction records will be considered for employment.