ServiceNow HRSD Tech Lead

Human Capital Consulting | DC Human Capital
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Position Summary

Deloitte Consulting - Human Capital

The Human Capital Offering Portfolio focuses on helping organizations manage and sustain their performance through their most important asset: their people. Centered on five core issues, this Portfolio signifies to the market that we see Human Capital as a topic critical to the C-Suite. As we go-to-market we will show our clients that we serve more than HR organizations – from the CEO to CFO, Risk Manager to Business Unit leader—and that we deliver on our issues and help create value for our clients.

Human Resources Transformation

The HR Transformation team is a core component of our Human Capital practice – the work we do supports the five major issues our clients are facing. We collaborate with our clients to develop leading global HR strategies and support organizations in achieving excellence through implementing solutions that transform how they organize, develop capabilities, deploy leading technology, and deliver a leading employee experience.

Keeping the employee in mind, all our services cater to improving an organization’s productivity through their human capital asset. The client issues we work with range from the need for a comprehensive HR strategy to determining the need for new and enabling technologies, to streamlining HR operations and transforming the way HR is delivered.

General expectations of your role:

  • Excellent analytical and communication skills
  • Work independently and as part of a team with other Deloitte colleagues at all levels
  • Prioritize tasks, proactively raise concerns/questions where appropriate for priority or engagement conflict resolution
  • Must be self-directed and able to manage competing priorities and proactively communicate when conflicts arise
  • Own development tracking and reporting for self and team
  • Interact with clients on a regular basis through face to face meetings, video/teleconferences and email to understand client’s processes and business problems
  • Collaborate and coordinate with global Deloitte colleagues across teams
  • Responsible for continuous improvement by sharing experiences and knowledge with the team
  • Ability to travel up to 50%, on average, based on the work you do and the clients and industries/sectors you


  • Lead the development team and develop technical sprint plans aligned to the project plan
  • Participate as a SME in client workshops and presentation for sharing technical perspective and best practices
  • Understand the business context and how to translate business requirements into technical requirements and document technical design
  • Should be able to analyze issues, estimate efforts and propose solutions by developing prototypes while following ServiceNow development best practices.
  • Configure and build the ServiceNow solution to meet identified business requirements, process guides and user stories
  • Be the liaison between functional team and developers to ensure all user stories are clear, concise and of high quality
  • Create the technical design documents including documentation of methods, data transfer and data flow within the system.
  • Lead technical testing effort including developing testing strategy/plan and manage UAT including defect tracking and managing.
  • Identify gaps and work with Deloitte and client colleagues to ensure completeness of requirements for technical development
  • Identify and mitigate ServiceNow cross-platform risks, issues, and dependencies
  • Design and develop integrations leveraging point-to-point interfaces, Web Services (REST / SOAP), file-based transfers, etc.
  • Provide configuration options to meet specific requirements identifying respective pros and cons for each option
  • Provide insight and expertise into the ServiceNow configurations and custom application development.
  • Accountable for technical solutions proposed/implemented and all changes pushed to production environment

Required Qualifications:

  • Bachelor’s degree in Software Engineering, Information Systems, Business, or equivalent
  • Minimum of 6 years of ServiceNow implementation experience in large complex environments
  • Demonstrated ability in leading teams towards successful execution of ServiceNow deployments
  • Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow implementations in IT/HR/CSM.
  • Advanced understanding best practice frameworks and deep project management experience
  • Industry, technical knowledge with IT/HR/Customer Service
  • Demonstrated ability to work in a fast paced and changing environment with short deadlines
  • Certified ServiceNow System Administrator (CSA)
  • Experience working with geographically distributed and culturally diverse work groups
  • Advanced ServiceNow technical skill - UI Policies, UI Macros, UI Pages, Client Scripts, Script Includes, Business Rules, Performance Analytics, inbound email actions, Reporting & Dashboards, ACL’s, Import Sets, Transform Maps and Update sets
  • Good understanding of ServiceNow architecture and best practices
  • Knowledge and experience with JavaScript and other coding solutions
  • Knowledge and experience with Web services integration methods - JSON, REST and SOAP
  • Proficient in HTML5 and CSS
  • Knowledge and experience with HR Service Delivery tools and third-party HR applications such as Workday, SAP/SuccessFactors, and Oracle etc. using Webservices APIs(REST/SOAP).
  • Experience of ServiceNow upgrade, Scoped Application and SSO.
  • Proficient in Agile methodology and all phases of the Software Development Lifecycle processes.
  • Experience with software development support tools (e.g. Jira, Rally etc.)

Preferred Qualifications:

  • ServiceNow Certified Implementation Specialist (any one or more areas e.g., ITSM, HRSD, CSM etc.)
  • Certified Scrum Master or Certified Agile Product Owner
  • ITIL and DevOps experience and certification
  • Experience on CTI Integration and virtual agent will be plus
  • Certified Implementation Specialist – HR (CIS-HR)
  • Master’s degree – MCA / Master’s in Software Engineering

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 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: 87177


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