ServiceNow Operate Lead

Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced ServiceNow Operate Lead you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project Delivery Model (PDM) is a talent model that is tailored specifically for long-term, onsite client service delivery.

Work you’ll do/Responsibilities  

• Serve as a senior member of the ServiceNow delivery team, providing guidance on platform best practices, architecture, and governance.
• Design, configure, and support ServiceNow platform capabilities across ITSM, ITOM, CMDB, Discovery, Service Mapping, and related modules.
• Drive platform maturity through continuous improvement initiatives, automation opportunities, and technical optimization.
• Collaborate with architects, developers, administrators, and client stakeholders to deliver scalable solutions.
• Lead CMDB strategy, implementation, governance, and ongoing health initiatives.
• Design and maintain CMDB data models, CI relationships, and reconciliation processes.
• Implement and optimize ServiceNow Discovery, Service Mapping, Identification and Reconciliation Engine (IRE), and CSDM alignment.
• Establish CMDB governance processes, KPIs, data quality metrics, and operational controls.
• Partner with infrastructure, cloud, application, and operations teams to improve configuration data accuracy and completeness.
• Facilitate workshops, requirements gathering sessions, and solution reviews with business and technology stakeholders.
• Present recommendations, roadmaps, and status updates to client leadership.
• Translate complex technical concepts into business-friendly language.
• Build trusted relationships and act as a strategic advisor to key stakeholders.
• Support incident, problem, change, and release management activities related to the ServiceNow platform.
• Participate in sprint planning, backlog refinement, testing, and deployment activities.
• Develop technical documentation, process flows, governance artifacts, and operational runbooks.
• Mentor junior consultants and contribute to knowledge-sharing across the delivery team.
• Communicate regularly with Engagement Managers (Directors), project team members, and representatives from various functional and / or technical teams, including escalating any matters that require additional attention and consideration from engagement management
• Independently and collaboratively lead client engagement workstreams focused on improvement, optimization, and transformation of processes including implementing leading practice workflows, addressing deficits in quality, and driving operational outcomes

The successful candidate would possess these skills:

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships 
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor 
• Ability to meet deadlines
• Ability to provide clear guidance to others

The Team 

Our Deloitte Enterprise Performance team is at the forefront of enterprise technology, working across finance, supply chain, and IT operations to deliver holistic performance improvement and digital transformation. Join our team of strategic advisers and architects, differentiated by our industry depth to collaborate with leading solution providers and leverage your experience in strategy, process design, technology enablement, and operational services to enable heart-of-the-business solutions.

Qualifications

Required

• 6+ years of experience as a ServiceNow Certified Implementation Specialist
• Must be a ServiceNow Certified System Administrator
• Must be ServiceNow Certified Implementation Specialist – Data Foundatio5ns (CMDB and CSDM)
• 6+ years of experience with ServiceNow delivery (platform best practices, architecture, and governance)
• 6+ years of experience with design, configuration, and support of ServiceNow platform capabilities across ITSM, ITOM, CMDB, Discovery, Service Mapping, and related modules.
• Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
• Limited immigration sponsorship may be available
• Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve

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 $150,000 to $160,000. 

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.