Senior Technical Product Manager – ServiceNow HRSD, Employee Center Pro

This is a fully remote position, open to applicants in Alabama, +43 more states.

📋 Description

• Collaborate with business and technical partners to enhance HRSD functional areas and roadmap, including the colleague portal and HR Knowledge Management.

• Develop the product vision, goals, and roadmap in conjunction with business leaders and stakeholders.

• Maintain deliverables and timelines, create execution plans, and communicate progress effectively.

• Ensure that delivered products meet or surpass business needs and objectives.

• Implement enhancements, project requests, and defect fixes using optimal and scalable solutions.

• Gather requirements, optimize business processes, conduct fit-gap analysis, functional design, configuration, and testing.

• Uphold transparency and consistency in delivery while managing stakeholder expectations with cross-functional partners.

• Evaluate ServiceNow capabilities through research and testing methodologies.

• Participate in ServiceNow’s semi-annual release process and coordinate cross-functional initiatives and their impacts.

• Engage with the ServiceNow Community regarding future releases and advocate for product innovation.

• Analyze data and metrics to guide ServiceNow strategy and share insights and actions derived from analysis.

• Advise partners on HR and Payroll business processes as well as operational challenges.

• Generate reports and analytics tailored to business needs.

• Provide strategic direction to product and shared services teams while mentoring and developing team members.

• Act as the ServiceNow HRSD subject matter expert for Employee Center, HR Service Delivery, Knowledge Management, case management, lifecycle events, journeys, and portal capabilities.

• Drive the HR knowledge strategy and quality across various regions and HR domains.

• Define and maintain standards for portal content, taxonomy, metadata, service catalog structure, audience targeting, approvals, ownership, and lifecycle management.

• Own enterprise ServiceNow Knowledge Management design decisions related to workflows, taxonomy, metadata, permissions, and lifecycle management.

• Provide expert guidance and best practices for ServiceNow HRSD applications alongside business process optimization.

• Lead data analysis and reporting efforts to support decision-making and identify opportunities for platform improvement.

• Stay updated with the latest ServiceNow industry trends and advancements.

• Support user acceptance testing while maintaining clear communication with stakeholders.

⛳️ Requirements

• 8+ years of progressively increasing responsibility in working with ServiceNow applications, including HRSD, Employee Center Pro, and Knowledge Management.

• 5+ years of hands-on development experience in configuring ServiceNow capabilities in service delivery, portals, and knowledge management.

• 5+ years of experience in generating reports for analysis, data auditing, and fulfilling requests from various business teams.

• 3+ years of experience managing a digital product or enterprise platform, with accountability for roadmap, prioritization, and outcomes.

• 2+ years of experience with AI-enabled capabilities within ServiceNow, including AI Search, virtual agent, predictive intelligence, automation, and emerging generative AI use cases.

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

• ServiceNow certifications are preferred, such as Certified System Administrator or Certified Implementation Specialist.

• Strong technical foundation and keen attention to detail.

• Knowledge of Moveworks is preferred.

• Experience in leading a team is preferred.

🏝️ Benefits

• CVS Health bonus, commission, or short-term incentive program.

• Award target as part of the company’s equity award program.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.