HR Operations Case Management Lead

Abb Vie’s Mission
Abb Vie’s mission is to discover and deliver innovative medicines and solutions that address serious health issues today and the medical challenges of tomorrow. We impact people’s lives across key therapeutic areas including immunology, oncology, and neuroscience, as well as our Allergan Aesthetics portfolio.

The HR Operations Case Management Lead will gather business requirements, design, and guide HR Case Management solutions. This role requires a strong understanding of HR Service Delivery (HRSD) principles and the ability to collaborate with cross‑functional teams to deliver business process improvements. Ideal candidates have experience in Service Now or other case management platform configuration, administration, and integration with various systems.

• Collaborate with stakeholders to gather and analyze business requirements, translating them into technical specifications and solutions within the Service Now platform.
• Manage the intake of requirements and design of Service Now Case Management modules and enhancements.
• Partner with BTS, DDS, and vendor partners to configure and customize Service Now applications, including workflows and forms.
• Provide expert guidance and best practices for utilizing Service Now capabilities to drive business process optimization.
• Lead and perform data analysis and reporting to support decision‑making and identify improvement opportunities across the platform.
• Collaborate with HRSD process owners and other stakeholders to improve existing services and processes.
• Develop and maintain detailed business requirements documentation, including design specifications, initial story drafts, and procedures.
• Provide training and support to users for new or modified features and functionalities.
• Stay current with industry trends and advancements in Service Now technology to continually improve service offerings.

• Bachelor’s degree in Human Resources, Computer Science, Information Technology, or a related field, or equivalent experience.
• 5+ years of experience in Human Resources or HR Operations with prior system and platform experience, including case management and Service Now HRSD module configuration or similar platforms.
• 8 years of overall work experience.
• Strong understanding of HR Operations and HRSD processes and best practices.
• Proven experience in system design, scripting, and application customization.
• Proficiency in system functionality, technical design and process improvement.
• Excellent problem‑solving skills with a keen eye for detail.
• Effective communication and collaboration skills with the ability to work effectively in a diverse team environment.
• Service Now certifications (such as Certified System Administrator or Certified Implementation Specialist) are preferred.

• Compensation range:
  The range described below is the possible base pay compensation that the Company believes in good faith it will pay for this role at the time of posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and may be modified in the future.
• Benefits:
  We offer a comprehensive package including paid time off (vacation, holidays, sick), medical/dental/vision insurance, and a 401(k) to eligible employees.
• Short‑term incentive programs:
  This job is eligible to participate in our short‑term incentive programs. No amount of pay is considered wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits allocated to a particular employee remains at the Company’s sole and absolute discretion until paid and may be modified at its discretion, consistent with applicable law.

Abb Vie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

USA & Puerto Rico only - to learn more, visit

USA & Puerto Rico applicants seeking a reasonable accommodation,  to learn more: