Senior ServiceNow HRSD & Knowledge Product Lead

CVS Health Corporation; Washington (District of Columbia); On-site; USD 107,000 - 284,000; Full time

Job summary

CVS Health Corporation is seeking an experienced ServiceNow HRSD, Employee Center Pro and Knowledge expert to join the HR Colleague Experience Team. The role focuses on supporting HR business operations with scalable technology solutions and leading product roadmap for HR shared services.

The ideal candidate will blend functional and technical expertise, collaborate across technical and non-technical partners, and drive adoption of HRSD capabilities across regions and HR domains.

Qualifications

• 8+ years of progressively increasing responsibility working with ServiceNow applications, including HRSD, Employee Center Pro, and Knowledge Management.
• 5+ years hands-on development configuring ServiceNow capabilities in service deliver, portals and knowledge management.
• 5+ years 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.

Responsibilities

• Collaborate with business and technical partners to support the 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 list of key deliverables and timelines, develop plans to achieve those targets and proactively communicate progress to a variety of stakeholders.
• Ensure that the delivered product meets or exceeds the business' needs and business objectives.
• Responsible for timely delivery of enhancements, project requests and defects, with optimal and scalable solutions.
• Gather requirements, business process optimization, fit-gap analysis, functional design, configuration and testing. Create necessary documentation in each stage.
• Collaborate with key cross-functional partners to maintain transparency, consistency in delivery, and set expectations.
• Understand the needs of the business and evaluate ServiceNow capabilities through research and testing.
• Actively participate in ServiceNow's semi-annual release process, engaging with release team on cross-functional initiatives and liaising with Business Leads on critical impacts and upcoming enhancement opportunities.
• Responsible for adherence to industry best practice, actively engaging with ServiceNow Community on future releases. Encourage product innovation and alternative ways of approaching business.
• Integrate relevant data and information and apply the 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 act as a thought partner and model creative problem-solving to impact business decisions.
• Generate reports and analytics to support various business needs.
• Provide strategic direction and guidance to product team 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.
• Provides 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.

Skills

ServiceNow HRSD

Employee Center Pro

Knowledge Management

Roadmap Ownership

Reporting & Analytics

AI Capabilities

Education

Bachelor's degree in HR, CS, IT, or related field

Job description

CVS Health Corporation is seeking an experienced ServiceNow HRSD, Employee Center Pro and Knowledge expert to join the HR Colleague Experience Team. The role focuses on supporting HR business operations with scalable technology solutions and leading product roadmap for HR shared services.

The ideal candidate will blend functional and technical expertise, collaborate across technical and non-technical partners, and drive adoption of HRSD capabilities across regions and HR domains.