Senior Manager, ServiceNow HRSD

Senior Manager, Service Now HRSD & Knowledge

The Senior Manager, Service Now HRSD & Knowledge serves as the strategic owner of Race Trac's HR Service Delivery experience, driving the roadmap, optimization, governance, and continuous evolution of our Service Now HRSD platform and HR knowledge ecosystem.

This role sits within the HR organization and operates at the intersection of employee experience, HR operations, technology, and process transformation. You will partner closely with HR leadership, payroll, shared services, IT, and product teams to create scalable, frictionless experiences that improve how employees access support, information, and services throughout their lifecycle.

You will lead the strategy and execution of HRSD capabilities including case management, employee self-service, knowledge management, automation, and AI-driven experiences. This leader will also oversee a team ensuring alignment across processes, service delivery, while collaborating with Enterprise Applications to deliver exemplary employee experience outcomes.

This is an ideal opportunity for a collaborative, forward-thinking leader who thrives in complex environments, understands both the operational and technical sides of HR service delivery, and is passionate about modernizing the employee experience through technology and continuous improvement.

• Define and execute the vision and roadmap for Service Now HRSD and HR knowledge management.
• Prioritize platform enhancements, automation opportunities, and AI-driven capabilities that improve employee experience and operational efficiency.
• Balance business priorities, employee needs, compliance requirements, and technical debt within roadmap decisions.
• Partner with HR and IT leadership to align platform strategy with enterprise transformation initiatives.
• Drive the evolution of HR shared services capabilities including case management, employee self-service, intake workflows, and escalation models.
• Create scalable, intuitive employee experiences across HR support channels.
• Improve operational effectiveness through workflow optimization, automation, and process standardization.
• Ensure seamless coordination between HR operations, payroll support, and HR technology teams.
• Lead enterprise HR knowledge strategy, governance, content standards, and knowledge lifecycle management.
• Ensure employees and managers can easily access accurate, timely, and intuitive support resources.
• Champion self-service adoption and case deflection strategies through a strong digital experience.
• Drive continuous improvements in employee journeys and service interactions.
• Own and prioritize the HRSD product backlog, including epics, features, user stories, and acceptance criteria.
• Partner closely with agile development teams to deliver high-impact solutions.
• Translate business needs into scalable technical requirements and actionable delivery plans.
• Serve as the voice of the customer throughout the product lifecycle.
• Partner with IT to oversee Service Now platform governance, upgrades, integrations, and release management.
• Evaluate and implement emerging Service Now capabilities including AI, automation, Manager Hub, and Now Assist.
• Ensure data integrity, security, compliance, and scalability across HRSD solutions.
• Establish governance processes that support sustainable platform growth and operational excellence.
• Define and monitor KPIs including case deflection, employee satisfaction, first-contact resolution, service delivery performance, and knowledge effectiveness.
• Use data and employee insights to identify trends, pain points, and optimization opportunities.
• Lead cross-functional initiatives focused on operational excellence and employee experience improvement.
• Foster a culture of innovation, accountability, and continuous improvement.

• Bachelor's degree in Human Resources, Information Systems, Business, related field or equivalent experience.
• 7+ years of progressive experience in HR technology, HR shared services, HR operations, or Service Now HRSD leadership.
• Deep expertise with Service Now 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.

Fueled by Growth, Driven by You

At Race Trac, our people make the difference. Whether you're working in a store, at our corporate office, or on the road, you'll be part of a team that brings energy, innovation, and a passion for serving others every day. We support each other, celebrate wins big and small, and create opportunities for…