ServiceNow HRSD Architect

Vanguard - Wayne, PA

Full-time - Senior

Hybrid - Wayne, PA

10,001+ employees

Funds, Trusts, and Other Financial Vehicles

About the position

Vanguard is about to undergo a multi-year Service Delivery Transformation and our IT team is seeking a ServiceNow certified professional that has a passion for improving the employee experience for our 20,000+ global crew! This highly visible project is one of the most innovative efforts in the IT space for 2025 & 2026, and an investment into modernizing our technology to support our workforce. This newly formed team will collaborate closely with several senior stakeholders across the enterprise, including our partners in finance, data analytics & reporting, corporate communications, facilities, global risk & security, HCM + LMS teams, contact centers, and all HR COEs.

Responsibilities

• Configure an enterprise portal through Employee Center Pro (ECP) within the HR Service Delivery (HRSD) module to transition our current state employee (crew) intranet (CrewNet) into a 'one-start-shop' portal within ServiceNow.
• Implement functionality for case management, knowledge management, news & announcements, organizational charts, employee (crew) profiles, upcoming events, search, virtual agent (chatbot), and guided employee journey workflows (i.e., job changes, leave of absences, onboarding/offboarding, laptop upgrades, etc).
• Coordinate with several HR leaders across functional areas like talent acquisition, total rewards (compensation & benefits), payroll, performance management, talent development, etc.
• Partner with the Employee Experience and HR Contact Center (1Crew) teams to design a future state solution that is easy to use and meets enterprise needs.
• Build integrations between ServiceNow and other platforms such as our Human Capital Management Tool (Workday), Learning Management Platform (Degreed), Finance (Oracle), and Facilities (PlanOn).
• Maintain the security and access to the portal.
• Work with other product teams, technology experts, and business stakeholders to provide functional support.
• Assist in the development of and management of architecture governance process(es).
• Prepare and present product-related documentation.
• Mentor less experienced crew members and contribute to overall development of the organization.

Requirements

• ServiceNow HR Service Delivery (HRSD) certified and/or previous experience implementing HRSD, including case + knowledge management, virtual and live agent chat, employee journeys/workflows, and Employee Center Pro.
• Minimum of eight years related work experience, with at least three years of technology architect experience.
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.