Senior Manager, ServiceNow HRSD & Knowledge
On-site · Atlanta, Georgia, United States
Job Summary
Senior leader responsible for the strategy, roadmap, and governance of ServiceNow HRSD and HR knowledge management, driving scalable and automated HR service delivery experiences. Own the product backlog, partner with HR/IT leadership and agile development teams, and oversee governance of the ServiceNow platform, including AI-enabled capabilities and knowledge management. Lead cross-functional initiatives to optimize employee journeys, automate support workflows, improve self-service adoption, and deliver measurable improvements in employee experience and service delivery performance.
Required Qualifications
- Bachelor’s degree or equivalent experience
- 7+ years of progressive experience in HR technology, HR shared services, HR operations, or ServiceNow HRSD leadership
- Deep expertise with ServiceNow HR Service Delivery including Case Management, Knowledge Management, Employee Center, and workflow automation
- Proven experience leading product ownership or platform strategy in agile environments (Scrum, SAFe, or similar frameworks)
- Strong understanding of HR shared services operations, employee journeys, and service delivery models
- Experience leading cross-functional teams and influencing senior stakeholders
- Familiarity with AI-enabled service delivery, automation technologies, and digital employee experience trends
- Strong analytical, problem-solving, and communication skills
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