Argyll Infotech Enterprise Pvt Ltd
"Support Lead- ServiceNow IRM & GRC
Argyll Infotech Enterprise Pvt Ltd, Chicago, Illinois, United States, 60290
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 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.
Location & Employment Type Location:
Chicago, IL (Hybrid – 2 to 3 days onsite per week) Employment Type:
Contract
Contact Please Share Resume to
Prasad.m@argyllinfotech.com
#J-18808-Ljbffr
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.
Location & Employment Type Location:
Chicago, IL (Hybrid – 2 to 3 days onsite per week) Employment Type:
Contract
Contact Please Share Resume to
Prasad.m@argyllinfotech.com
#J-18808-Ljbffr