People Services & Support Technology Lead

What you'll do

• Translate HR functional strategies into technical requirements and actionable product roadmaps.
• Define the product strategy for AI assistants, live chat, phone systems, and case management.
• Serve as the primary strategic partner to HR leaders to align technology with business goals.
• Manage a cross-functional team of product owners and contractors to ensure prioritized delivery.
• Leverage ServiceNow HRSD expertise to build scalable, multi-channel service delivery solutions.
• Identify and integrate emerging AI capabilities to modernize the employee support experience.
• Ensure all technical products function as a connected ecosystem rather than isolated tools.
• Communicate technical risks and trade-offs clearly to senior leadership and stakeholders.

What we're looking for

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
• 10+ years of experience managing a diverse technology portfolio for an HR Shared Service Center in a product owner, functional lead, or strategy role.
• 5+ years of ServiceNow HRSD product experience.
• ServiceNow Certified Implementation Specialist (CIS) - HRSD certification.
• Experience managing multi-channel products including self-service, virtual/live chat, phone/IVR, and case management.
• Experience using GenAI to develop innovative solutions for HR Contact Centers.
• Proven ability to deliver global enterprise HR solutions while balancing support experience and complex compliance requirements.
• Advanced certifications in project management or HR management (preferred); Master's degree (preferred).