ServiceNow Solution Architect (Specialist Senior)

Management Consulting | Customer & Marketing
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Position Summary

ServiceNow Solution Architect

 

Customer & Marketing is creating a new model for a new age-we’re an agency and a consultancy. Understanding the digital space and preparing for what’s next is at our core. We help clients reimagine how profits are made, how relationships are created and managed; we reshape how work gets done, and rewire the competitive fabric of entire industries. That’s the power of driving disruption. That’s Customer & Marketing.


Work you’ll do

A Specialist Senior at Deloitte works within an engagement team and is responsible for identifying business requirements, requirements management, functional design, prototyping, process design (including scenario design, flow mapping), testing, training, defining support procedures and supporting implementations.

 

The team

Digital Customer

Our Digital Customer team focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the “creative digital consultancy” real and in doing so, make new markets.

 

Professionals will serve our clients through the following types of work:

• Sales Excellence & Service Excellence | delivers sales and service strategies and plans, operating model definition, incentive design and implementation, and operations support for digitally-enabled sales, channel, and customer service capabilities

• Digital Experience | creates engaging omni-channel digital experiences across web, mobile, AR/VR, voice, gesture, IoT, and video

• Flexible Consumption | the commercial strategy, operating model definition, and capability delivery of subscription/flexible consumption business models

• Digital Foundry | a flexible, end-to-end delivery model emphasizing innovation and disruption

• DigitalMix | an integrated set of platforms to enable business re-platforming

 

Qualifications

Required:

  • Minimum 4 years of experience leading solution/functional architecture components of major business & system transformation efforts across the enterprise within a business in high technology, telecommunications, medical technologies and/or government services sectors. 
  • Minimum 2 years of ServiceNow implementation experience in large complex environments
  • Experience defining cross-platform enterprise architectural plans, including mapping business requirements to the system / technology components
  • Experience identifying and resolving potential trade-offs or conflicts among architectural options, and ability to align this with business outcomes or impacts
  • Proven ability to drive results and readiness across multiple solutions in major transformation efforts
  • Understanding of the key industry solutions (e.g., Amdocs, Oracle, NetCracker, CSG, SFDC, ServiceNow) and their capabilities
  • Strong understanding of ServiceNow applications and modules, understanding the business context and how to translate business and functional requirements into a sustainable ServiceNow implementation
  • Limited sponsorship may be available
  • Proficient in all phases of the Application Development Lifecycle
  • Strong technical project management and/or leadership skills
  • Certified ServiceNow System Administrator
  • Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve

Preferred:

 

  • Understanding and/or experience with ServiceNow CSM or Field Service modules within an architecture
  • 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   
#LI-CM5

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: 27338

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