ServiceNow IRM Support lead

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Position: ServiceNow IRM Support lead

Location: Chicago, IL (Day 1 Onsite)

Duration: Long Term

Job Description:

Lead the production support, enhancement delivery, and defect resolution for implemented ServiceNow Integrated Risk Management (IRM) and Governance, Risk, and Compliance (GRC) solutions.

Serve as the primary point of contact for end-users, managing requests and addressing functional and technical issues within the IRM and GRC modules.

Manage a backlog of enhancements and defects, prioritizing items based on impact and business needs.

Provide subject matter expertise to help troubleshoot and resolve complex risk-related issues, collaborating with technical and business teams.

Experience Level

• 5+ years of hands-on experience with ServiceNow IRM and extensive experience with GRC processes, specifically in a support or maintenance capacity.
• Proven track record of managing and resolving production issues, implementing enhancements, and fixing defects in a large enterprise environment.
• Experience with core IRM capabilities such as Issue Management, Incident Management, Controls Testing, and Risk Self-Assessments (RCSA).
• Qualifications
• Deep functional and technical understanding of the ServiceNow IRM suite, including Issue and Incident Management, Loss Events, etc..
• In-depth knowledge of GRC and risk management frameworks and best practices, and how they are implemented within ServiceNow.
• Excellent communication and problem-solving skills, with the ability to diagnose technical issues and clearly communicate solutions to technical and non-technical stakeholders.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• Daily Tasks and Responsibilities
• Production Support: Respond to and resolve issues and requests related to the ServiceNow IRM and GRC modules, ensuring timely resolution.
• Defect Fixes: Investigate, troubleshoot, and fix defects in the existing IRM and GRC configurations and custom solutions. This includes performing root cause analysis to prevent reoccurrence.
• Enhancement Delivery: Implement small-scale enhancements and change requests, which may involve new indicator configurations, report modifications, or minor workflow adjustments.
• User Support: Provide support and guidance to GRC business users, helping them navigate the platform and effectively use risk and compliance functionalities.
• Reporting and Dashboards: Assist users with reporting needs and configure dashboards to provide visibility into risk posture and compliance status.
• Platform Maintenance: Participate in platform upgrades and patches, ensuring that all IRM and GRC functionalities are tested and validated.
• Documentation: Maintain and update technical documentation, knowledge base articles, and runbooks related to the GRC/IRM environment.
• Release Management: Manage the deployment of defects and enhancements through the release lifecycle, working with development teams and business stakeholders.