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 [www.abbvie.com](http://www.abbvie.com/). Follow @abbvie on [LinkedIn,](https://www.linkedin.com/company/abbvie/) [Facebook](https://www.facebook.com/AbbVieGlobal/), [Instagram](https://www.instagram.com/abbvie/), [X](https://twitter.com/abbvie) and [YouTube.](https://www.youtube.com/user/AbbVie) ## 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, holiday…