ServiceNow HRSD Product Owner

As a ServiceNow HRSD Product Owner at CVS Health, you will play a pivotal role in driving the strategic direction, development, and implementation of HR service delivery solutions within the ServiceNow platform. Collaborating closely with HR stakeholders and technical teams, you will define product requirements, prioritize features, and oversee the delivery of HRSD initiatives to enhance colleague experience, streamline HR processes, and support organizational objectives.

• Define the product vision, strategy, and roadmap for HR service delivery within the ServiceNow platform, aligning with organizational HR goals and objectives.
• Collaborate with HR stakeholders, including business leaders, IT teams, and end-users, to gather and understand their requirements.
• Translate business needs into actionable product features and user stories.
• Create and maintain a prioritized backlog of features, enhancements, and bug fixes based on business value and urgency.
• Continuously refine and adjust the backlog to respond to changing business priorities.
• Gather and prioritize requirements from HR stakeholders, analyze business processes, and translate user needs into actionable product features and enhancements.
• Lead sprint planning, backlog grooming, and sprint reviews in collaboration with Agile development teams, ensuring that sprint goals are achieved and stakeholder expectations are met.
• Manage the product backlog, prioritize features based on business value, user impact, and technical feasibility, and communicate priorities effectively to the development team.
• Draft user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them.
• Collaborate with UX/UI designers to create intuitive and user-friendly interfaces for HR service delivery processes, ensuring a seamless and engaging employee experience.
• Serve as the primary point of contact for HR stakeholders, providing regular updates on project status, soliciting feedback, and managing expectations throughout the development lifecycle.
• Conduct user acceptance testing (UAT) to validate the functionality of delivered features, gather feedback from end-users, and drive continuous improvement based on user input.
• Stay informed about industry trends, emerging technologies, and ServiceNow platform updates related to HR service delivery, and identify opportunities for innovation and enhancement.

• 5+ years of ServiceNow HRSD product owner experience, particularly in HRSD modules such as Case and Knowledge Management, Employee Service Center, and HR Portal.
• 4+ years of hands-on experience in supporting HR processes and workflows, including employee lifecycle management, onboarding, offboarding, performance management, and employee self-service.

• Proven experience as a Product Owner or similar role, with a track record of successfully leading Agile development teams and delivering high-quality software products.
• Experience with ServiceNow HRSD Service Portal and Service Catalog customization.
• Knowledge of HR compliance regulations and data privacy laws, such as GDPR and CCPA.
• Ability to design and modify ServiceNow forms, workflows, scripts, transform maps, service maps, web services, inbound email actions, SLAs, and agent workspace, table management, performance analytics.
• Experience working in a SAFe/Agile team.
• Familiarity with HR analytics and reporting tools for measuring HR performance and employee satisfaction.
• Excellent communication and stakeholder management skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions to prioritize features and enhancements.
• Ability to thrive in a fast-paced, dynamic environment, with the flexibility to adapt to changing priorities and requirements.
• Excellent problem-solving and analytical skills.
• Leadership and mentoring abilities.
• Ability to collaborate with team members in a virtual setting.
• ServiceNow Certified Implementation Specialist (CIS) – HRSD certification.
• Advanced certifications in project management (e.g., PMP, Agile certifications) or HR management (e.g., SHRM, PHR/SPHR) are a plus.

Bachelor's degree in Human Resources, Business Administration, Information Technology, or a related field.

At CVS Health, we strive to promote and sustain a culture of diversity, inclusion, and belonging every day. We are an affirmative action employer and an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.