Senior Technical Product Manager - ServiceNow HRSD & Employee Center Pro
About The Position
CVS Health is seeking an experienced ServiceNow HRSD, Employee Center Pro, and Knowledge expert to join its HR Colleague Experience Team. The role supports HR business operations by delivering scalable technology solutions and ensuring ServiceNow HR services meet the needs of colleagues, HR agents, and HR business stakeholders. It combines functional and technical expertise with collaboration across technical and non-technical partners, and drives the product roadmap and prioritization for HR shared services, content, and intranet experiences. The position serves as a subject matter expert across ServiceNow HRSD, Employee Center, HR Service Delivery, Knowledge Management, case management, lifecycle events, journeys, and portal capabilities. It owns enterprise knowledge strategy and quality, including standards for content, taxonomy, metadata, service catalog structure, targeting, approvals, ownership, and lifecycle management. The role also provides strategic guidance to product and shared services teams, supports team development, and uses reporting and analysis to guide platform decisions and improvements.
Requirements
- At least 8 years of progressively increasing responsibility working with ServiceNow applications, including HRSD, Employee Center Pro, and Knowledge Management.
- At least 5 years of hands-on development experience configuring ServiceNow capabilities in service delivery, portals, and knowledge management.
- At least 5 years of experience generating reports for analysis, data auditing, and supporting requests from business teams.
- At least 3 years of experience owning a digital product or enterprise platform, with accountability for roadmap, prioritization, and outcomes.
- At least 2 years of experience working with AI-enabled ServiceNow capabilities, 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.
Nice To Haves
- ServiceNow certifications, such as Certified System Administrator or Certified Implementation Specialist.
- Strong technical background and attention to detail.
- Knowledge of Moveworks.
- Experience leading a team.
Responsibilities
- Collaborate with business and technical partners to support HRSD functional areas and the roadmap, including the colleague portal and HR Knowledge Management.
- Work with business leaders and stakeholders to develop the product vision, goals, and roadmap.
- Maintain current deliverables and timelines, develop plans to meet targets, and communicate progress to stakeholders.
- Ensure delivered products meet or exceed business needs and objectives.
- Deliver enhancements, project requests, and defect resolutions on time using scalable solutions.
- Gather requirements; conduct business process optimization and fit-gap analysis; perform functional design, configuration, and testing; and create documentation for each stage.
- Collaborate with cross-functional partners to maintain transparency and consistency in delivery and set expectations.
- Evaluate ServiceNow capabilities through research and testing to address business needs.
- Participate in ServiceNow’s semi-annual release process, coordinate with the release team on cross-functional initiatives, and communicate impacts and enhancement opportunities to business leads.
- Promote industry best practices, engage with the ServiceNow Community on future releases, and encourage product innovation and alternative business approaches.
- Analyze data and information to inform ServiceNow strategy and share insights and recommended actions based on metrics.
- Challenge partners to reconsider HR and Payroll processes and operational issues, and support business decisions through creative problem-solving.
- Generate reports and analytics for business needs.
- Provide strategic direction to product and shared services teams, and mentor and develop 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.
- Own enterprise ServiceNow Knowledge Management design decisions related to workflows, taxonomy, metadata, permissions, and lifecycle management.
- Provide expert guidance and best practices for using ServiceNow HRSD applications and capabilities to optimize business processes.
- Lead data analysis and reporting to support decisions and identify platform improvement opportunities.
- Keep current with ServiceNow industry trends and technology advancements to improve service offerings.
- Support user acceptance testing and maintain clear stakeholder communication.
Benefits
- Medical, dental, and vision coverage.
- Paid time off.
- Retirement savings options.
- Wellness programs.
- Other resources, based on eligibility.
- Eligible for a CVS Health bonus, commission, or short-term incentive program.
- Includes an award target in the company’s equity award program.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
