ServiceNow CSM Technical Architect

Management Consulting | Customer & Marketing
Same job available in 40 locations

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Position Summary

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions.  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 curious and life-long learners focused on technology and innovation. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers’ interactions with the public sector.

 

Work you’ll do 

In your role, you will be responsible for envisioning and developing intuitive solutions on the ServiceNow platform to meet client needs. You will help shape the future of our IT organization by leveraging creative ideas utilizing the many benefits of ServiceNow as a key enabling platform in our organization. You will execute day-to-day product development activities across design, development, stakeholder communication, technology vendor management and delivery.

  • Provide leadership and expert knowledge of ServiceNow application architecture to business and technology teams and facilitate the collaborative development of the technology strategy, technology standards, roadmaps, and practices.
  • Manage clients, complex projects, drive business requirement gathering, manage scope and client expectations
  • Create and maintain design specifications, architectural diagrams, and process diagrams supporting and communicating changes to ServiceNow platform applications.
  • Perform upgrades and customizations of ServiceNow platform applications while adhering to source code, configuration management, release management and software development best practices.
  • Perform workflow design, configuration, development and data loads for ServiceNow platform, (ServiceNow) applications.
  • Responsible for programming workflow, enhancements and integrations with ServiceNow platform applications.
  • Creating project and application architecture deliverables that are consistent with architecture principles, standards, methodologies, and best practices.
  • Providing support / guidance to the development teams during the analysis, development, and testing processes.
  • Provide inputs to create Agile user stories based on business requirements
  • Participate in E2E functionality assessment during Validation Testing phases (SIT, UAT)
  • Work with Vendor Applications teams to deploy and maintain applications
  • Responsible for proactive problem and risk management on the platform. Guide team in troubleshooting issues found on ServiceNow platform, applications, and workflows.
  • Perform advanced customizations including Business Rules, UI Pages, UI Macros, UI Scripts, Script Includes, Client Scripts, workflows, custom tables, reports etc.


 

The team 

Deloitte’s Government and Public Services (GPS) practice – our people, ideas, technology and outcomes—is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.   

 

The GPS Digital Customer offering helps public sector and higher education clients transform their businesses and customer interactions through innovative digital experiences. We work with our clients to create, design and deploy digital products that increase adoption and drive measurable results.

 

Qualifications 

Required: 

  •  Bachelor’s degree in Computer Science, Information Technology, or similar field
  • Minimum of 6 years of hands-on experience in an agile development environment
  • Development experience within the ServiceNow platform in a large, complex technology environment
  • ServiceNow experience in a technical architect role
  • Broad and deep experience in the following ServiceNow modules: ITSM, Service Catalog, Now Platform, Customer Service Management (CSM)
  • Proven ability to drive results and readiness across multiple solutions in major transformation efforts
  • Strong understanding of ServiceNow applications and modules, understanding the business context and how to translate business and functional requirements into a sustainable ServiceNow implementation
  • Experience with technical programming; capable of managing and overseeing global teams designing, programming and implementing various technical solutions
  • Experience in designing, building, and maintaining ServiceNow integrations via REST API.
  • Develop, configure and implement changes in ServiceNow 
  • Ability to develop and configure applications using ServiceNow, and JavaScript technology
  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
  • Proficient in all phases of the Application Development Lifecycle
  • Strong technical leadership skills
  • Certified ServiceNow System Administrator
  • Certified ServiceNow Implementation Specialist

 

Preferred:

  • Understanding of the ‘lead-to-revenue’ business processes within the communications and high-tech sectors
  • Understanding of enterprise architecture leading practices and associated tools
  • Proven ability to build assets, lead and manage teams in major transformations
  • Awareness of industry standards and certifications (e.g., TOGAF)
  • Experience and/or training on the ServiceNow Customer Service Management (CSM) application
  • Certified ServiceNow System Administrator
  • Certified ServiceNow Implementation Specialist
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.  The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.  A reasonable estimate of the current range is $120,000 to $220,000. 

 


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 Consulting LLP, 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: 130706

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