Production Support Specialist

Production Support Lead - ServiceNow GRC & IRM

Contract

Chicago, IL-3 days hybrid

Project Overview

The Risk Controls Enhancements (RCE) enterprise initiative is a modernization and consolidation effort of Governance, Risk & Controls (GRC) processes, data, and reporting.

Contractor's Role

• 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

• 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.