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About the Role

We are seeking an experienced and motivated individual to support HR business operations by providing optimal and scalable technology solutions using ServiceNow HRSD, Employee Center Pro, and Knowledge Management. This role is responsible for driving the product roadmap and prioritization of HR shared services, content, and intranet experiences.

Responsibilities

Collaborate with business and technical partners to support HRSD functional areas and roadmap, including colleague portal and HR Knowledge Management.
Work closely with business leaders and stakeholders to develop vision, goals, and roadmap for the Product.
Maintain clear and up-to-date lists of key deliverables and timelines, develop plans to achieve targets, and proactively communicate progress.
Ensure delivered products meet or exceed business needs and objectives.
Responsible for timely delivery of enhancements, project requests, and defects with optimal and scalable solutions.
Gather requirements, perform business process optimization, fit-gap analysis, functional design, configuration, and testing, creating necessary documentation.
Collaborate with key cross-functional partners to maintain transparency, consistency in delivery, and set expectations.
Understand business needs and evaluate ServiceNow capabilities through research and testing.
Actively participate in ServiceNow’s semi-annual release process, engaging with the release team on cross-functional initiatives and liaising with Business Leads on critical impacts and upcoming enhancement opportunities.
Adhere to industry best practices, actively engaging with the ServiceNow Community on future releases, and encouraging product innovation.
Integrate relevant data and information, applying findings to positively impact the ServiceNow strategy and share key insights and actions based on data and metrics.
Challenge partners to think differently regarding HR and Payroll business processes and operational issues, acting as a thought partner and modeling creative problem-solving.
Generate reports and analytics to support various business needs.
Provide strategic direction and guidance to product and shared services teams, with accountability for mentoring and developing team members.
Serve as the ServiceNow HRSD subject matter expert for Employee Center, HR Service Delivery, Knowledge Management, case management, lifecycle events, journeys, and portal capabilities.
Drive HR knowledge strategy and quality, with enterprise accountability for accuracy, compliance, and consistency across regions and HR domains.
Define and maintain standards for portal content, taxonomy, metadata, service catalog structure, audience targeting, approvals, ownership, and lifecycle management.
Serve as the HR ServiceNow Knowledge Management subject matter expert, owning enterprise design decisions related to workflows, taxonomy, metadata, permissions, and lifecycle management.
Provide expert guidance and best practices for utilizing ServiceNow HRSD applications and capabilities to drive business process optimization.
Lead and perform data analysis and reporting to support decision-making and identify improvement opportunities across the platform.
Stay current with industry trends and advancements in ServiceNow technology to continually improve service offerings.
Support user acceptance testing (UAT) and maintain clear communication with stakeholders.

Requirements

8+ years of progressively increasing responsibility working with ServiceNow applications, including HRSD, Employee Center Pro, and Knowledge Management.
5+ years of hands-on development experience configuring ServiceNow capabilities in service delivery, portals, and knowledge management.
5+ years' experience generating reports for analysis, data auditing, and supporting requests from various business teams.
3+ years of experience owning a digital product or enterprise platform, with accountability for roadmap, prioritization, and outcomes.
2+ years working with AI-enabled capabilities within ServiceNow, including AI Search, virtual agent, predictive intelligence, automation, and emerging generative AI use cases.

Skills

ServiceNow HRSD
Employee Center Pro
Knowledge Management
AI Search
Virtual Agent
Predictive Intelligence
Automation
Generative AI

Location

Remote

Work Type

Full-time

Experience Level

8+ years of experience with ServiceNow applications
5+ years of hands-on development experience
5+ years of experience generating reports
3+ years of product ownership experience
2+ years of experience with AI-enabled ServiceNow capabilities

Education Level

Bachelor’s degree in human resources, Computer Science, Information Technology, or a related field.

Salary/Compensations

$106,605.00 - $284,280.00

Benefits

Medical coverage
Dental coverage
Vision coverage
Paid time off
Retirement savings options
Wellness programs

About the Company

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.

Equal Opportunity

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