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Senior Technical Product Manager – ServiceNow HRSD, Employee Center Pro
CVS Health. Collaborate with business and technical partners to support HRSD functional areas and roadmap, including colleague portal and HR Knowledge Management .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ServiceNow HRSD applications, including Employee Center and Knowledge Management, with a strong focus on product vision, roadmap development, and business process optimization. Proven ability to lead cross-functional teams, mentor members, and deliver strategic insights through data analysis and reporting.
Highest-signal resume keywords
ServiceNow HRSD ExpertiseProduct Roadmap DevelopmentData Analysis and ReportingTeam Leadership and MentoringAI-Enabled Capabilities in ServiceNow
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ServiceNow ConfigurationBusiness Process OptimizationFit-Gap AnalysisFunctional DesignUser Acceptance TestingData AuditingReport GenerationKnowledge ManagementPortal DevelopmentLifecycle Management
Soft Skills
CollaborationCommunicationAttention to DetailStakeholder ManagementStrategic Direction
Tools & Technologies
ServiceNowAI SearchVirtual AgentPredictive IntelligenceMoveworks
Certifications & Qualifications
Certified System AdministratorCertified Implementation Specialist
Industry Keywords
HR Service DeliveryEmployee CenterKnowledge ManagementDigital Product OwnershipService Delivery
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Collaborate with business and technical partners to support HRSD functional areas and roadmap, including colleague portal and HR Knowledge Management
- Develop product vision, goals, and roadmap with business leaders and stakeholders
- Maintain deliverables and timelines, develop execution plans, and communicate progress
- Ensure delivered products meet or exceed business needs and objectives
- Deliver enhancements, project requests, and defect fixes using optimal and scalable solutions
- Gather requirements, optimize business processes, perform fit-gap analysis, functional design, configuration, and testing
- Maintain transparency, consistency in delivery, and stakeholder expectations with cross-functional partners
- Evaluate ServiceNow capabilities through research and testing
- Participate in ServiceNow’s semi-annual release process and coordinate cross-functional initiatives and impacts
- Engage with the ServiceNow Community on future releases and promote product innovation
- Analyze data and metrics to inform ServiceNow strategy and share insights and actions
- Advise partners on HR and Payroll business processes and operational issues
- Generate reports and analytics for business needs
- Provide strategic direction to product and shared services teams; mentor and develop team members
- Serve as 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 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 for workflows, taxonomy, metadata, permissions, and lifecycle management
- Provide expert guidance and best practices for ServiceNow HRSD applications and business process optimization
- Lead data analysis and reporting to support decisions and identify platform improvement opportunities
- Stay current with ServiceNow industry trends and advancements
- Support user acceptance testing and maintain stakeholder communication
Requirements
What you’ll need- 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 delivery, 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 preferred, such as Certified System Administrator or Certified Implementation Specialist
- Strong technical background and attention to detail
- Knowledge of Moveworks preferred
- Experience leading a team preferred
Benefits
Comp & perks- CVS Health bonus, commission or short-term incentive program
- Award target in the company’s equity award program
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources supporting physical, emotional, and financial well-being