Senior Technical Product Manager - ServiceNow HRSD & Employee Center Pro

CVS Health is seeking a Senior Technical Product Manager to support HR business operations through scalable ServiceNow HRSD, Employee Center Pro, and Knowledge Management solutions. The role owns product roadmaps and prioritization, drives colleague and HR stakeholder experiences, and provides subject-matter expertise across HR services, portals, and knowledge strategy.

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

Requirements:

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