Senior Technical Product Manager ServiceNow HRSD & Employee Center Pro

Were building a world of health around every individual shaping a more connected convenient and compassionate health experience. At CVS Health youll be surrounded by passionate colleagues who care deeply innovate with purpose hold ourselvesaccountable 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.

Position Summary

We are looking for a ServiceNow HRSD Employee Center Pro and Knowledge expert to join our HR Colleague Experience Team. Wereseekingan experienced and motivated individual who is ready to take on the challenge of supporting HR business operations by providingoptimaland scalabletechnologysolutions.

This person will be responsible for ServiceNow HR Services meeting the needs of Colleagues HR Agents and HR Business stakeholders. The ideal candidate willpossessa combination of functional and technicalexpertise as well as a demonstrated ability to work collaboratively with both technical and non-technical partners. This role is responsible for driving product roadmap and prioritization of HR shared services content and intranet experiences.

Responsibilities:

• Collaborate with business and technical partners to support theHRSD functional areas and roadmap including colleague portal and HR Knowledge Management.
• Work closely with business leaders and stakeholders to develop visiongoalsand roadmap for the Product.
• Maintainclearand up to date list of key deliverables and timelines develop plans to achieve those targets and proactively communicate progress to a variety of stakeholders.
• Ensurethat thedelivered productmeets or exceeds the business needs and business objectives.
• Responsible fortimelydelivery ofenhancements projectrequestsand defectswithoptimaland scalablesolutions.
• Gatherrequirements business process optimization fit-gap analysis functional designconfigurationand testing. Create necessary documentationineach stage.
• Collaborate with key cross-functional partners tomaintaintransparency consistency in delivery and set expectations.
• Understand the needs of the business and evaluate ServiceNow capabilities through research and testing.
• Activelyparticipatein ServiceNows 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 foradherence 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 positivelyimpactthe ServiceNow strategy and share key insights and actions based on data and metrics.
• Challenge partners to think differentlyregardingHR and Payroll business processes and operational issues act as a thought partner and model creative problem-solving to impact business decisions.
• Generatereports and analytics to support various business needs.
• Provide strategic direction and guidance to productteamand 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.

Required Qualifications

• 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 deliver portals and knowledge management.
• 5 years experience generating reports for analysis dataauditingand 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.

Preferred Qualifications

• ServiceNow certifications (such as Certified System Administrator or Certified Implementation Specialist).
• Strong technical background and attention to detail.
• Knowledge of Moveworks.
• Experience in leadinga team

Education

• Bachelors degree in human resources Computer Science Information Technology or a related field.

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience education geography and other relevant factors. This position is eligible for a CVS Health bonus commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the companys equity award program.

Our people fuel our future. Our teams reflect the customers patients members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

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