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 Manager 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
• 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 project management and/or leadership skills
• Certified ServiceNow System Administrator
• Ability to travel up to 80% (While 80% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)

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

How you'll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte's culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can helpthem to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte's impact on the world.

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