"Support Lead- ServiceNow IRM & GRC

Support Lead – ServiceNow IRM & GRC

We are seeking an experienced Support Lead – ServiceNow IRM & GRC professional to oversee the operational support, maintenance, and continuous improvement of our ServiceNow Integrated Risk Management (IRM) and Governance, Risk & Compliance (GRC) modules. The ideal candidate will have strong technical expertise in ServiceNow, hands-on configuration skills, and proven experience leading a support team in a regulated enterprise environment.

Location: Chicago, IL (Hybrid – 2 to 3 days onsite per week)

Employment Type: Contract

Key Responsibilities

• Lead the day-to-day support operations for ServiceNow IRM & GRC modules including Risk, Policy & Compliance, Vendor Risk, and Audit Management.
• Act as the primary escalation point for production issues, incident resolution, and system enhancements.
• Manage a team of ServiceNow support engineers and analysts; ensure timely resolution of issues per SLA.
• Oversee platform stability, upgrades, and patch management activities.
• Conduct root cause analysis (RCA) for recurring issues and implement permanent fixes.
• Collaborate with IT, Risk, Compliance, and Audit teams to ensure alignment with enterprise governance frameworks.
• Maintain accurate documentation—runbooks, knowledge articles, configuration records, and SOPs.
• Implement ITIL best practices for incident, problem, change, and release management processes.
• Develop dashboards and reports to track performance metrics and support KPIs.
• Partner with ServiceNow developers and business stakeholders to design and implement system improvements.
• Ensure adherence to compliance standards such as SOX, ISO 27001, and NIST.
• Provide training, mentorship, and guidance to support staff to foster continuous improvement.

Required Qualifications

• 5–8 years of overall IT experience with at least 3+ years in ServiceNow IRM/GRC support or implementation.
• Strong understanding of ServiceNow platform architecture, configuration, and scripting (Business Rules, UI Policies, Client Scripts, Workflows, Catalogs, Notifications).
• Experience with ServiceNow integrations using REST/SOAP APIs.
• Solid understanding of GRC frameworks, regulatory compliance, and risk management concepts.
• Hands-on experience managing incident, change, and problem management processes.
• Demonstrated experience leading or mentoring support teams.
• Excellent communication and stakeholder management skills.
• Strong analytical and troubleshooting abilities.
• ServiceNow certifications preferred:
• Certified System Administrator (CSA)
• Certified Implementation Specialist – Risk & Compliance
• ITIL v4 Foundation Certification

Preferred Qualifications

• Experience in financial services, healthcare, or other regulated industries.
• Exposure to ServiceNow Security Operations (SecOps) or Vulnerability Response modules.
• Familiarity with Agile delivery and DevOps practices.

Please share resume to View email address on click.appcast.io.