"Support Lead- ServiceNow IRM & GRC

Position Overview

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.

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 documentationrunbooks, 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

Preferred Qualifications

Location & Employment Type

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

Employment Type : Contract

Contact

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