Support Lead, ServiceNow IRM and GRC

Job Summary:
Our client is seeking a Support Lead, ServiceNow IRM and GRC to join their team! This position is located in Chicago, Illinois. 
 
Duties:

• 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
• Respond to and resolve issues and requests related to the ServiceNow 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

Desired Skills/Experience:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience
• 5+ years of hands-on experience with ServiceNow 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 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
• Ability to diagnose technical issues and clearly communicate solutions to technical and non-technical stakeholders

Benefits:

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

The 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.

At KellyMitchell, our culture is world class. We’re movers and shakers! We don’t mind a bit of friendly competition, and we reward hard work with unlimited potential for growth. This is an exciting opportunity to join a company known for innovative solutions and unsurpassed customer service. We're passionate about helping companies solve their biggest IT staffing & project solutions challenges. As an employee-owned, women-led organization serving Fortune 500 companies nationwide, we deliver expert service at a moment's notice.

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