The Senior Manager, ServiceNow HRSD & Knowledge serves as the strategic owner of RaceTracââ¬â¢s HR Service Delivery experience, driving the roadmap, optimization, governance, and continuous evolution of our ServiceNow HRSD platform and HR knowledge ecosystem.Ã
This role sits within the HR organization and operates at the intersection of employee experience, HR operations, technology, and process transformation. You will partner closely with HR leadership, payroll, shared services, IT, and product teams to create scalable, frictionless experiences that improve how employees access support, information, and services throughout their lifecycle.Ã
You will lead the strategy and execution of HRSD capabilities including case management, employee self-service, knowledge management, automation, and AI-driven experiences. This leader will also overseeà a teamà ensuring alignment across processes, service delivery,à while collaborating with Enterprise Applications to deliver exemplaryà employee experience outcomes.Ã
This is an ideal opportunity for a collaborative, forward-thinking leader who thrives in complex environments, understands both the operational and technical sides of HR service delivery, and is passionate about modernizing the employee experience through technology and continuous improvement.
What You'll Do:
Product Strategy & RoadmapÃ
Define and execute the vision and roadmap for ServiceNow HRSD and HR knowledge management.Ã Ã
Prioritize platform enhancements, automation opportunities, and AI-driven capabilities that improve employee experience and operational efficiency.Ã Ã
Balance business priorities, employee needs, compliance requirements, and technical debt within roadmap decisions.Ã Ã
Partner with HR and IT leadership to align platform strategy with enterprise transformation initiatives.Ã Ã
HR Service Delivery LeadershipÃ
Drive the evolution of HR shared services capabilities including case management, employee self-service, intake workflows, and escalation models.Ã Ã
Create scalable, intuitive employee experiences across HR support channels.Ã Ã
Improve operational effectiveness through workflow optimization, automation, and process standardization.Ã Ã
Ensure seamless coordination between HR operations, payroll support, and HR technology teamsà Ã
Knowledge Management & Employee ExperienceÃ
Lead enterprise HR knowledge strategy, governance, content standards, and knowledge lifecycle management.Ã Ã
Ensure employees and managers can easily access accurate, timely, and intuitive support resources.Ã Ã
Champion self-service adoption and case deflection strategies through a strong digital experience.Ã Ã
Drive continuous improvements in employee journeys and service interactions.Ã Ã
Agile Product OwnershipÃ
Own and prioritize the HRSD product backlog, including epics, features, user stories, and acceptance criteria.Ã Ã
Partner closely with agile development teams to deliver high-impact solutions.Ã Ã
Translate business needs into scalable technical requirements and actionable delivery plans.Ã Ã
Serve as the voice of the customer throughout the product lifecycle.Ã Ã
Platform Governance & InnovationÃ
Partner with IT to oversee ServiceNow platform governance, upgrades, integrations, and release management.Ã Ã
Evaluate and implement emerging ServiceNow capabilities includi