ServiceNow Specialist Lead - Operate

Job Requisition ID: 36216 

• Choice and flexibility on where, when and how you work
• Recognition culture to celebrate milestones and discounts at hundreds of retailers 
• Salary packaging – to suit your personal and financial circumstances 

For more than two decades, organisations around the world have been using shared services and outsourcing to improve service delivery and reduce costs within defined parts of their businesses. Now, leading organisations have/ are taking the next step to a business process as a service model

What will your typical day look like?  

In this role, you will lead and manage the ongoing support, maintenance, and optimisation of ServiceNow solutions for our clients, ensuring they meet business requirements and deliver continuous value.  

You will be the technical lead across several engagements with key responsibilities across:

• Technical Expertise:
  • Provide technical guidance and best practices for maintaining and optimising ServiceNow solutions.
  • Ensure the quality and performance of ServiceNow applications during the operational phase.
  • Troubleshoot and resolve complex technical issues promptly.
• Client Engagement:
  • Act as the primary technical point of contact for clients.
  • Understand client requirements and translate them into actionable support and maintenance plans.
  • Build strong relationships with clients and stakeholders, ensuring high levels of satisfaction.
• Leadership & Management:
  • Lead and mentor a team of ServiceNow developers and support consultants.
  • Oversee managed services delivery and ensure alignment with client expectations.
  • Foster a collaborative and high-performance team environment.
• Continuous Improvement:
  • Stay updated on the latest ServiceNow features and industry trends.
  • Identify opportunities for process improvements and innovation in managed services.
  • Drive the adoption of new tools and methodologies to enhance service delivery.

You will also assist with practice and business development activities including ServiceNow solution development and proposal development..

About the team
ETP As A Service/Operate Offering has a vision to be the premium partner of choice for operate to transformation BPaaS. We are dedicated to deliver innovative, productive, and sustainable operations through the intelligent use of technology and people thereby helping our clients to achieve their business objectives. Our team consists of highly skilled professionals who are passionate about delivering exceptional results and exceeding client expectations.

Enough about us, let’s talk about you.
You are someone with:

• 5+ years’ experience working with the ServiceNow platform in addition to technology development, engineering project management, business process and process delivery.
• ServiceNow architect experience especially in ITSM, CSM and ITOM, and Scoped Applications along with strong platform technical expertise in the modules with Certified Implementation Specialist certifications with ServiceNow
• Experience in integration of ServiceNow with alternate tools/platforms and the ability to lead design sessions to architect the integrations.
• Strong understanding of the SDLC cycle with experience in an Agile environment.
• Thorough understanding of JavaScript, Angular JS, relational databases, SQL and web services.
• Demonstrated understanding of ITIL practices Incident management, problem management and change management.
• Proven track record of leading technical teams and managing managed services projects.
• Strong stakeholder management experience at senior levels 
• Advanced command of communication and analytical tools is preferred e.g. MS Project, PowerPoint, Excel
• Ability to communicate complex / technical issues to non-technical audiences

Why Deloitte?

At Deloitte, we focus our energy on interesting and impactful work. We’re always learning, innovating and setting the standard; making a positive difference to our clients and our society. We put coaching at the heart of what we do, helping our people grow their careers in any direction – whether it be up, moving into something new, or even moving across the world. 

We embrace diversity, equity and inclusion. We have a diverse collection of people from different backgrounds, with different experiences, gender identities, abilities and thinking styles. What binds us together is a shared commitment to value everyone’s perspective and to cultivate inclusion; so that our work environment is a safe space we can all belong.

We prioritise flexibility and choice. At Deloitte, you get trust on Day 1. We know our people get their best work done when they’re in control of where and how they work, designing their work week around their client, team and personal commitments.

We help you live and work well. To support your personal and professional life, we offer a range of perks and benefits, including retail discounts, wellbeing leave, paid volunteering days, twelve flexible working options, market-leading parental leave and return to work support package.

Next Steps
Sound like the sort of role for you? Apply now.

By applying for this job, you’ll be assessed against the Deloitte Talent Standards. We’ve designed these standards so that you can grow in your career, and we can provide our clients with a consistent and exceptional Deloitte employee experience globally. The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.

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