ServiceNow Product Lead - Hybrid

The ServiceNow HR Product Lead is responsible for product ownership and functional leadership of ServiceNow for HR.  This role is accountable for delivery of ServiceNow HR functionality and overall product roadmap.  Partners with COEs, HRBPs, HRIT, and other key stakeholders to ensure ServiceNow achieves overall strategic objectives.  Leads enhancement projects to improve functional and technical capabilities, including AI, in order to further elevate the employee experience.  Partners closely with ServiceNow, HRIT, and AI COE teams on release management and automation opportunities.

Oversees the development, implementation, management and governance of HR-related knowledge management processes and solutions within ServiceNow. Collaborates with HR, IT, and other business functions to ensure a seamless integration of HR knowledge content and improve employee self-service capabilities through ServiceNow.  Provides functional requirements with the IT support team, leads user testing, and collaborates with HR Service Delivery on case management enhancements. 

• Product Delivery and Continuous Improvement:
  • Proactively identify and recommend process improvements to ServiceNow HR product(s), including automation and efficiency opportunities for all processes, workflows, and knowledge management content. 
  • Continually evaluate the expanded use of AI in partnership with HRIT and AI COE.
  • Implement best practices and industry standards for overall ServiceNow HR product(s), including knowledge management within the HR space.
  • Collaborate with other areas in HR and IT to define ServiceNow technology roadmap.
  • Identify new and enhance current journeys within ServiceNow to simplify the employee and manager experience.  Continually evaluate potential transactional and automation opportunities related to journeys.
  • Identify potential uses of ServiceNow for M&A activities, such as Workday integrations for new organizations and change management content (e.g., FAQs etc.).
  • Ensure seamless integrations with other employee portals including Intranet (LumApps/Iris), IT (Tech Central), Benefits (WorkLife), SuccessFactors, Workday, etc.
  • Partner with HRIT on new and ongoing release management for ServiceNow, including configuration changes, integration changes and testing.
  • Oversees vendor management activities for ServiceNow HR product(s) including enterprise cross-product view of system.
• Knowledge Management Strategy:
  • Lead the development and execution of the HR Knowledge Management strategy on the ServiceNow platform.
  • Define the vision for the HR knowledge base, aligning it with the HR’s  objectives and organizational goals.
  • Identify opportunities for improving and optimizing knowledge management processes to enhance the employee experience and HR service delivery.
• ServiceNow HR Knowledge Base Management:
  • Oversee the creation, structuring, and maintenance of the HR Knowledge Base within ServiceNow, ensuring content is accurate, up-to-date, and relevant.
  • Collaborate with HR SMEs to curate, develop, and update HR-related content including policies, FAQs, troubleshooting guides, and self-help articles.
  • Manage HR-specific workflows, knowledge articles, and services to drive the adoption and effectiveness of HR services in ServiceNow.
  • Collaborate with HR Service Delivery on related case management changes and enhancements.
• Content Quality & Governance:
  • Ensure the quality of HR knowledge content by implementing strong governance standards, including content review cycles, approval processes, and adherence to best practices.
  • Monitor knowledge usage and feedback to identify gaps and ensure continuous improvement of content and processes.
  • Coordinate knowledge-sharing initiatives to empower HR and employees to utilize the knowledge base efficiently.

• Collaboration with IT and HR Teams:
  • Collaborate with HR, IT, and other key stakeholders to gather requirements, develop solutions, and ensure seamless integration between HR systems and the ServiceNow platform.
  • Provide functional requirements to the IT ServiceNow support team and lead user testing.
  • Collaborates with HCM Project Delivery and HRIT to address Workday integration issues and opportunities for employee segmentation.
  • Serve as a key liaison between HR, IT, and ServiceNow developers to troubleshoot issues, test new functionality, and drive platform enhancements.
• Reporting & Analytics:
  • Collaborate with HR Service Delivery to leverage ServiceNow reporting tools to generate reports and analytics on knowledge base usage, employee satisfaction, and self-service metrics.
  • Use insights to drive decisions regarding content updates, process improvements, and user engagement.
• Training & Support:
  • Develop and deliver training programs for key stakeholders on how to create, manage, and access knowledge articles within ServiceNow.
  • Provide support and guidance to employees on navigating and using the HR knowledge base effectively.

Education and Experience

• 7+ years of progressive HR experience within a large-scale organization.
• Bachelors degree in a related discipline or equivalent work experience strongly preferred.
• Experience with HR policies, processes and change management.
• Familiarity with ServiceNow HRSD including case management.
• Familiarity with Workday HCM/Comp and benefits administration delivery systems

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.