HR Operations Case Management Lead

Company Description

About AbbVie

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at  . Follow @abbvie on  LinkedIn,   Facebook ,  Instagram ,  X and  YouTube.

Job Description

The HR Operations Case Management Lead will be responsible for gathering business requirements, designing, and guiding the 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. The ideal candidate will have experience in ServiceNow or other case management platform configuration, administration, and integration with various systems. 

Responsibilities:

• Collaborate with stakeholders to gather and analyze business requirements, translating them into technical specifications and solutions within the ServiceNow platform. 

• Manage the intake of requirements and design of ServiceNow Case Management modules and enhancements. 

• Partner with BTS, DDS, and vendor partners to configure and customize ServiceNow applications, including workflows, forms, etc. 

• Provide expert guidance and best practices for utilizing ServiceNow capabilities to drive business process optimization. 

• Lead and perform data analysis and reporting to support decision-making and identify improvement opportunities across 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 ServiceNow technology to continually improve service offerings. 

Qualifications

• Bachelor’s degree in Human Resources, Computer Science, Information Technology, or a related field, or equivalent experience. 

• 5 + years of experience in Human Resources, HR Operations with prior system and platform

experience, including case management and ServiceNow HRSD module configuration or similar platforms. 

• 8 years 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. 

• ServiceNow certifications (such as Certified System Administrator or Certified Implementation Specialist) are preferred. 

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future. ​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to participate in our short-term incentive programs. Note: No amount of pay is considered to be 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 that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. 

AbbVie 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. 

US & Puerto Rico only - to learn more, visit 

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more: