Support Lead, ServiceNow IRM and GRC

Support Lead, Service Now IRM & GRC

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

• Lead the production support, enhancement delivery, and defect resolution for implemented Service Now 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 Service Now 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

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience
• 5+ years of hands‑on experience with Service Now 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 Service Now 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 Service Now
• Excellent communication and problem‑solving skills
• Ability to diagnose technical issues and clearly communicate solutions to technical and non‑technical stakeholders

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

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.

Mid‑Senior level

Contract

Other

IT Services and IT Consulting