Senior ServiceNow HRSD Lead - Employee Center & Knowledge

CVS Health Corporation; Helena (MT); On-site; USD 107,000 - 284,000; Full time

Benefits offered by this job

Health insurance

Bonus program

Equity awards

Comprehensive benefits package

Paid time off

Job summary

CVS Health Corporation is seeking a ServiceNow HRSD, Employee Center Pro and Knowledge expert to join the HR Colleague Experience Team. You will drive product roadmap, collaborate with HR stakeholders, and deliver scalable technology solutions across HR services.

This is a full-time role focusing on governance, reporting, and process optimization. The ideal candidate has deep ServiceNow HRSD experience, strong analytical skills, and a track record of leading enterprise platforms with AI

Qualifications

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

Responsibilities

• Collaborate with business and technical partners to support HRSD functional areas and roadmap, including colleague portal and HR Knowledge Management.
• Develop vision and roadmap for the Product with business leaders and stakeholders.
• Maintain up-to-date list of deliverables and timelines; communicate progress to stakeholders.
• Ensure delivered product meets business needs and objectives.
• Deliver enhancements, project requests and defects with scalable solutions.
• Gather requirements, process optimization, fit-gap analysis, functional design, configuration and testing; document each stage.
• Collaborate with cross-functional partners to maintain transparency and set expectations.
• Evaluate ServiceNow capabilities through research and testing.
• Engage with ServiceNow release processes and cross-functional initiatives during semi-annual releases.
• Advise on best practices, drive innovation and explore alternative approaches.
• Integrate data to influence ServiceNow strategy with actionable insights.
• Challenge partners to rethink HR/payroll processes and model creative problem-solving.
• Generate reports and analytics to support business needs.
• Provide strategic guidance to product teams and mentor team members.
• Serve as the ServiceNow HRSD SME for Employee Center, HRSD, Knowledge Management and related journeys.
• Lead data quality and governance for HR knowledge across regions.
• Define standards for portal content, taxonomy, metadata, and lifecycle management.
• Provide SME guidance on workflows, permissions and lifecycle in Knowledge Management.
• Drive best practices for ServiceNow HRSD to optimize processes.
• Lead data analysis to identify improvement opportunities.
• Stay current with ServiceNow trends to improve offerings.
• Support user acceptance testing and stakeholder communication.

Skills

ServiceNow HRSD

HR knowledge management

ServiceNow configuration

Data analytics & reporting

Digital product ownership

AI-enabled capabilities (ServiceNow)

Education

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

Tools

ServiceNow

Job description

CVS Health Corporation is seeking a ServiceNow HRSD, Employee Center Pro and Knowledge expert to join the HR Colleague Experience Team. You will drive product roadmap, collaborate with HR stakeholders, and deliver scalable technology solutions across HR services.

This is a full-time role focusing on governance, reporting, and process optimization. The ideal candidate has deep ServiceNow HRSD experience, strong analytical skills, and a track record of leading enterprise platforms with AI