Support Lead, ServiceNow IRM and GRC

Job Summary

Our client is seeking a Support Lead, ServiceNow IRM and GRC to join their team! This position is located in Chicago, Illinois.

Duties

• 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
• Respond to and resolve issues and requests related to the ServiceNow IRM and GRC modules, ensuring timely resolution
• Investigate, troubleshoot, and fix defects in the existing IRM and GRC configurations and custom solutions
• Implement small-scale enhancements and change requests, which may involve new indicator configurations, report modifications, or minor workflow adjustments
• Provide support and guidance to GRC business users, helping them navigate the platform and effectively use risk and compliance functionalities
• Assist users with reporting needs and configure dashboards to provide visibility into risk posture and compliance status
• Participate in platform upgrades and patches, ensuring that all IRM and GRC functionalities are tested and validated
• Maintain and update technical documentation, knowledge base articles, and runbooks related to the GRC/IRM environment
• Manage the deployment of defects and enhancements through the release lifecycle, working with development teams and business stakeholders
  
  

Desired Skills/Experience:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience
• 5 years of hands-on experience with ServiceNow IRM
• 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)
• 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
• Ability to diagnose technical issues and clearly communicate solutions to technical and non-technical stakeholders
  
  

Benefits:

• Medical, Dental, & Vision Insurance Plans
• Employee-Owned Profit Sharing (ESOP)
• 401K offered
  
  

The approximate pay range for this position is between $105.00 and $125.00. Please note that the pay range provided is a good faith estimate. Final compensation may vary based on factors including but not limited to background, knowledge, skills, and location. We comply with local wage minimums.