Service Now Solutions Manager

Chewy is seeking a passionate and results-oriented , to join our HR Solutions team. In this role, you'll be part entrepreneur, part visionary, and part product mastermind with a passion for creating well-designed, integrated, user-friendly solutions focusing on HR Service delivery, case management processes, and tiered service team member experiences. The role requires collaboration across the enterprise to deploy, maintain, and ensure the reliability of our core HR application. The overall objective of this role is to lead research, analysis, design, and implementation of configuration to enhance the experience of employees, managers, and the center of excellence. This role will support and drive the implementation of new functionality and enhancements by understanding end-user needs, developing business and functional requirements, building streamlined and effective processes, and supporting technical design, testing, and deployment to provide a best-in-class user experience. In a fast-paced environment, you will partner across functional business teams, translating complex business needs to effective solution design recommendations, ensuring data, configuring, and security meet requirements. This role will leverage your deep functional expertise to understand process and systems requirements and contribute to ServiceNow's development, testing, and deployment activities as part of the HR Systems & Solutions team.

The role reports to the Associate Director, Delivery Optimization, and owns the definition and delivery of HR Service solutions that support the entire employee lifecycle in alignment with Chewy's HR and talent strategies. In this role, you will deliver complex and integrated solutions that automate HR processes and help Chewy continue to scale and enhance our team member experience.

• Support the HR Service Solutions Team through continuous development as an agile team, focused on WOW'ing all Chewtopians while establishing rigorous time-to-delivery standards, prioritization processes, communication channels internal and external to HR Solutions, and visibility to the team's work
• Own your workstream roadmap, evaluate existing configuration, map against functionality available vs used, develop enhancements to unlock advanced capabilities, OKR development, and prioritize and balance competing requests and priorities while being a champion of continuous improvement and strategic HR objectives and initiatives
• Actively engage in the exploration of emerging technologies to support solutions-based improvements in HR Service and point-solution delivery, craft business cases, and champion adoption

• Provide delivery of solutions that anticipate the needs of users and are aligned with business goals and priorities, proactively helping achieve our company vision
• Provide daily strategic guidance and management of vision in support of the HR Service Solutions Team, ensuring the team is working effectively and in a way that drives the overall HR Operations vision forward, negotiates priorities, and delivers on documented business requirements
• Lead delivery execution to ensure product configuration is optimized, business processes are efficient, IT delivery is well managed, and the user experience is world-class
• Conduct business needs assessments and recommend service improvements to increase the efficiency of service systems-based solutions
• Document the landscape and design to facilitate maintenance, help review communication and training materials to ensure technical accuracy, assist where necessary to develop communication and training materials in support of system navigation and changes
• Be a "ruthless prioritizer," organizing input/feedback from a range of stakeholders, including clients and users, and translating into product features
• Collaborate closely with Information Technology to ensure that all technical standards are met and integration into the larger Chewy technology ecosystem is seamless, secure, scalable, and supports the right data architecture
• Collaborate with other departments, including Information Technology (IT), Human Resources (HR), Business Management, Payroll, and outside third-party vendors
• Collaborate with HR stakeholders to ensure that business objectives are understood, translated to product design, and ultimately achieved
• Oversee the establishment and maintenance of security in conjunction with IT
• Respond to and diagnose problems related to outages or processes within HR Service technology solutions

• 4+ years of experience in executing configuration projects in SaaS technologies, including a deep knowledge of ServiceNow HRSD module, App Engine preferred
• Experience with ServiceNow ITSM and/or HR modules, Atlassian and Microsoft solutions, Workday, automation technologies, and design/collaboration tools (e.g., Lucid) preferred
• Self-starter, able to drive work forward within an agile environment
• Dedicated solution leader with a strong bias for action and passion for leading the delivery of intuitive, user-centered products, and a tendency to challenge the status quo
• Outstanding communication, documentation, and interpersonal skills, including experience working directly with users and collaborating across internal teams to deliver complex projects
• Excellent communication and organizational skills - able to translate between technical and business groups, bring forward a vision or opinion
• Experience in agile software development methodologies and their adoption within teams (Jira/Confluence)
• Demonstrated attention to detail and accuracy to support a track record of owning and delivering products successfully
• Ability to understand technical concepts/software applications and to use data, metrics, and user research findings to back up assumptions and drive actions
• Experience developing and delivering on quantitative and qualitative metrics measuring the outcomes and impact of product enhancements
• The position may require travel

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Our salary range for a  position is  The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant.We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.Non-exempt hourly team members accrue paid time off (PTO) while salaried-exempt team members have unlimited PTO, subject to manager approval. Non-exempt hourly team members in Fulfillment Centers and Customer Service are also eligible for additional unplanned unpaid time off (UTO). Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.