Manager, Business Solution Analyst – DAS ServiceNow

Program & Project Management | DAS
Same job available in 61 locations

Position Summary

Deloitte Services LP includes internal support areas such as Marketing and Communications, Human Resources/Talent, Information Technology, Facilities Management, and Financial Support Services.

Manager, Business Solution Analyst – DAS ServiceNow
Preferred Location: Hermitage/Nashville, TN

Are you passionate about technology and interested in joining a community of collaborative colleagues who respectfully and courageously seek to challenge the status quo? If so, read on to learn more about an exciting opportunity with Deloitte’s Information Technology Services (ITS). We are insatiably curious and life-long learners focused on technology and innovation.

Work you’ll do

  • Maintains a solid knowledge base of the functional capabilities of and is a Subject Matter Expert in Service Now and the various areas and products within it.
  • Assists the Engagement Manager in leading, directing, and reviewing all activities associated with support of existing products and delivering new technology products. Responsible for product quality, project timeliness, and customer satisfaction.
  • Interfaces with clients to define and document requirements for a named set of custom developed or vendor software products. Creates documentation including requirements, user stories, acceptance criteria, feature description PowerPoint decks, user guides, process flows, wireframes, and newsletters.
  • Manages the product backlog for product, working with the Engagement Manager and Business Stakeholders to prioritize requirements, define and manage scope and sprints for a project. Follows SAFe processes.
  • Possesses overall understanding of appropriate business processes and workflows. 
  • Engages business owners and other ITS resources to respond to requests for new applications and/or enhancements. Collaborates with the Engagement Manager in creating and presenting the appropriate project on-boarding processes and materials (Charter).
  • Responsible for conducting Design Thinking sessions to gain insights into end user and customer needs.
  • Leads and is responsible for Development activities. Reviews/maintains user stories with Development Team to ensure understanding and Acceptance Criteria. Works with the USI Development resources to create/modify software to meet business objectives/requirements.
  • Leads and is responsible all Testing and QA activities within the project lifecycle. Works with USI QA resources to develop and execute Test Plans, Test Scripts and all other deliverables and activities related to Quality Assurance of the Products.
  • Provides feedback to USI QA resources
  • Works with the Engagement Manager and clients to plan and execute User Acceptance Testing. Works with USI QA resources to provide UAT test scripts for the client.
  • Provides operational support to practitioners and firm clients. Engages with various ITS organizations to resolve problems as they arise.
  • Participates in reviews of plans associated with project execution.
  • Responds proactively to both business and project issues and escalates appropriately.
  • Assists Engagement Manager with status reporting as required by the Market Development Channel and Deloitte Applications Studio leadership. 

The team

Information Technology Services (ITS) helps power Deloitte’s success. ITS is the engine that drives Deloitte, which serves many of the world’s largest, most respected organizations. We develop and deploy cutting-edge internal and go-to-market solutions that help Deloitte operate effectively and lead in the market. Our reputation is built on a tradition of delivering with excellence.

The ~2,200 professionals in ITS deliver services including:

  • Security, risk & compliance
  • Technology support
  • Infrastructure
  • Applications
  • Relationship management
  • Strategy
  • Deployment
  • PMO
  • Financials
  • Communications

Deloitte Application Studios (DAS)

Deloitte Application Studios (DAS) is the internal software and applications development team responsible for delivering leading-edge technologies to Deloitte professionals. Their broad portfolio includes web and mobile productivity tools which empower our people to log expenses, enter timesheets, book travel and more, anywhere, anytime. DAS enables our client service professionals through a comprehensive suite of applications across the business lines. In addition to application delivery, DAS offers full-scale design services, a robust mobile portfolio, cutting-edge analytics, and innovative custom development.

Qualifications

Required Qualifications:

  • Bachelor's degree in Computer Science, Business Administration or equivalent educational or professional experience and/or qualifications. 
  • 5+ years of experience working in supporting multiple software projects in various IT roles.
  • 5+ years of Business Analyst or System Analysis experience. Strong core business analysis skills.
  • Sound knowledge of ServiceNow functional modules and implementation experience. At least 2+ years experience in full lifecycle development and sustainment.
  • Must have in-depth knowledge of software development lifecycles including Agile development and testing.
  • Experience with test plan creation, test scripting, and test strategy and conducting UAT
  • Demonstrated ability in applying repeatable quality assurance processes and methods to enterprise wide technology projects or initiatives. 
  • Excellent written and verbal communications, organization, analytical, planning and leadership skills.
  • Strong management, communication, technical and remote collaboration skill are a must.
  • Experience in dealing with multiple projects and cross-functional teams, and ability to coordinate across teams in a large matrix organization environment and in different time zones.
  • Ability to effectively conduct technical discussions directly with Project/Product management, and clients.
  • Excellent team collaboration skills.
  • Strong relationship building and maintaining skills. Fosters a climate conducive to establishing positive working relationships with clients (internal and external).
  • Ability to travel up to 10% (While 10% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice.)
  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Preferred Qualifications:

  • Certified Business Analysis Professional (CBAP) or Certification of Competency in Business Analysis (CCBA) is a plus.
  • Familiarity with MS Teams, SharePoint, SAFe elements/processes, MS Project, Automated QA and wire-framing or visualization tools is a plus. Experience working with Agile and SAFe development processes.
  • Experience in packaged software development
  • Experience in programming is a plus.
  • Ability to distill complexity to what users need in a mobile experience and 3rd Party vendor products
  • Prior experience that demonstrates good business understanding is needed (experience in a professional services organization is a plus
EA_ITS_ExpHire
EA_ExpHire

Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.


As used in this posting, "Deloitte" means Deloitte Services LP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: 49093

SCAM ALERT

Caution against fraudulent job offers!

We have been informed of instances where jobseekers are led to believe of fictitious job opportunities with Deloitte US (“Deloitte”). In one or more such cases, false promises of actual or potential selection, or initiation or completion of the recruitment formalities appear to have been or are being made. Some jobseekers appear to have been asked to pay money to specified bank accounts of individuals or entities as a condition of their selection for a ‘job’ with Deloitte. These individuals or entities are in no way connected with Deloitte and do not represent or otherwise act on behalf of Deloitte.

We would like to clarify that:

  • At Deloitte, ethics and integrity are fundamental and not negotiable.
  • We are against corruption and neither offer bribes nor accept them, nor induce or permit any other party to make or receive bribes on our behalf.
  • We have not authorized any party or person to collect any money from jobseekers in any form whatsoever for promises of getting jobs in Deloitte.
  • We consider candidates on merit and that we provide an equal opportunity to eligible applicants.
  • No one other than designated Deloitte personnel (e.g., a Deloitte recruiter or Deloitte hiring partner) is permitted to extend any job offer from Deloitte.

Anyone who at any time has made or makes any payment to any party in exchange for promises of job or selection for a job with Deloitte or any matter related to this (including those for ‘registration’, ‘verification’ or ‘security deposit’) or otherwise engages with any such person who has made or makes fraudulent promises or offers, does so (or has done so) entirely at their own risk. Deloitte takes no responsibility or liability for any such unauthorized or fraudulent actions or engagements. We encourage jobseekers to exercise caution.