Position Summary

We are looking for a ServiceNow HRSD, Employee Center Pro and Knowledge expert to join our HR Colleague Experience Team. We’re seeking an experienced and motivated individual who is ready to take on the challenge of supporting HR business operations by providing optimal and scalable technology solutions. 

This person will be responsible for ServiceNow HR Services meeting the needs of Colleagues, HR Agents, and HR Business stakeholders.  The ideal candidate will possess a combination of functional and technical expertise, 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 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.

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, 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.

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 leading a team

Education

• Bachelor’s 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 company’s 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.