Support Lead, ServiceNow IRM & GRC

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 Level – 3 (Senior)

 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.

Job Type: Contract

Pay: $34.37 - $41.39 per hour

Benefits:

• Referral program

Work Location: Hybrid remote in Chicago, IL 60603