Manager HR Technology Delivery & HRIS

About the Job

Position Summary

The Manager, HR Technology Implementations & HRIS Transaction Services is a key supporter of the strategy, implementation, and evolution of HR technology platforms with a primary focus on ServiceNow HR Service Delivery (HRSD) and AI enabled HR operations across the MedStar Health enterprise. This role supports the delivery of modern, scalable, and compliant HR service experiences, ensuring that HR platforms support employee lifecycle events, high volume transactions, and enterprise initiatives efficiently and consistently. This position reports to the AVP HR Technology & People Analytics and serves as a functional and technical subject matter expert for ServiceNow HRSD, HR automation, and HRIS transactional services, while also overseeing the HRIS transactional team responsible for data integrity, operational processing, and reporting within MedStar's HRIS ecosystem (including PeopleSoft). The Manager partners closely with HR COEs and business stakeholders to deliver automation first, AI augmented HR services with strong governance, risk management, and measurable outcomes.

Responsibilities

• ServiceNow HRSD & HR Technology Leadership: Own and execute medium to large scale HR technology implementations, with ServiceNow HRSD as the primary system of engagement for HR service delivery. Serve as the HR Technology lead for HR Transactions in ServiceNow HR Service Delivery (HRSD), including case management, HR workflows and integrations. Act as the HR Technology point of contact for enterprise and regulatory initiatives, ensuring HRSD workflows support initiatives such as COVID response, EEOC reporting, Sick & Safe Leave, workforce transitions, and large-scale operational changes. Define and maintain HR Transactions service delivery standards including case taxonomy, intake models, SLAs, routing, escalation paths, and service tiering.
• AI, Automation & Agentic Capabilities: Lead the implementation and operationalization of AI enabled HR capabilities, including Now Assist for HR Transactions, to enhance: knowledge discovery and summarization, Case classification and routing, and HR agent response drafting and guided resolution. Ensure responsible AI practices, including human in the loop controls, auditability, data privacy, and compliance with MedStar and regulatory standards. Identify and automate high volume HR transactions and lifecycle events (e.g., job changes, positions, corrections and more) to reduce manual effort, rework, and cycle time.
• Project, Change & Risk Management: Lead, direct, and integrate enterprise-wide HR technology projects from concept through go live and stabilization. Communicate project status to executive and operational stakeholders through steering committees, dashboards, and formal status reporting. Identify, document, and manage project risks; develop and execute mitigation and response plans aligned to enterprise risk management standards. Facilitate development and execution of change management and communication strategies, ensuring associates understand impacts to their HR experience, responsibilities, and participation. Serve as the first point of contact for HR COEs and ERP on HR technology execution and delivery matters. Partner with COEs and ERP to clarify requirements, validate solutions, coordinate testing, and manage readiness. Execute established HR technology governance processes, including: Change control; Release coordination; Documentation and operational standards. Maintain stakeholder matrices, RACI models, project documentation, and relationship management artifacts.
• Integration & Cross Functional Coordination: Lead coordination of HR technology integrations across HR functional areas including compensation, benefits, payroll, recruiting, learning, HRIS, and reporting. Partner with internal and external stakeholders (IS, Legal, Compliance, Finance, Credentialing, Occupational Health, etc.) to ensure timely, accurate, and compliant data movement and process execution. Support COEs and ERP during peak operational cycles (e.g., compensation, performance, recruiting surges). Ensure HR technology execution supports reporting, analytics, and data integrity requirements. Balance COE/ERP needs with platform standards, delivery capacity, and prioritization decisions. Surface conflicts, trade-offs, or competing demands to the AVP with clear framing and recommendations.
• HRIS Transactional Services & Data Integrity: Provide leadership and oversight for the HRIS Transactional Services team, ensuring accurate, timely, and compliant execution of HR transactions. Establish and continuously improve service delivery models, workflows, and quality controls to reduce non-value added work and improve data quality. Oversee HRIS data input, validation, reporting, and quality assurance processes, ensuring the integrity and security of sensitive employee information. Review transactional outputs and reports regularly for accuracy, trends, and improvement opportunities. Ensure compliance with data privacy, security, and audit requirements.
• Continuous Improvement & Value Realization: Conduct post implementation reviews to capture lessons learned and drive continuous improvement of HR technology delivery and transition methodologies. Develop and maintain an evolving HR New Business Transition Plan, including standardized project plans, process flows, templates, and partner networks. Define and monitor HR technology KPIs such as case volume, cycle time, SLA attainment, rework rates, Tier 0 deflection, and employee satisfaction.
• Vendor Management: Manage day to day vendor execution, delivery quality, and issue resolution. Track vendor commitments and ensure adherence to timelines and standards. Escalate vendor or technology risks with clear options and recommended actions. Coordinate with People Analytics on: Data validation during implementations and releases; Timing and impact of system changes on dashboards and analytics; Ensure analytics impacts are identified early and addressed as part of delivery planning. Coordinate closely with IT on integrations, environments, security controls, and technical dependencies.

Qualifications

• Bachelor's degree Human Resources, Information Systems, Business, or related field required
• 5-7 years Experience in HR technology, HRIS, or HR service delivery environments, including transactional services required
• 3-4 years Hands on experience with ServiceNow HR Service Delivery (HRSD), including case management, workflows, and employee self service required
• 3-4 years Experience leading enterprise system implementations or major HR technology initiatives. Experience in large, complex, or regulated organizations. Experience supporting both on prem and cloud-based HR platforms required
• 3-4 years experience with PeopleSoft HCM or comparable enterprise HRIS platforms required
• Certified Project Management Professional (PMP)-PMI Preferred
• Familiarity with HRIS, ATS, talent management, compensation, HR service delivery, and analytics platforms. Experience working in close partnership with People Analytics, HR COEs, payroll and ERP required
• People leadership and accountability (High proficiency)
• Stakeholder management (High proficiency)
• Ability to act on behalf of senior leadership (Medium proficiency)

This position has a hiring range of

USD $104,520.00 - USD $182,124.80 /Yr.