Deloitte Careers – ServiceNow

About the job

Your opportunity

Are you committed to delivering excellent customer service and developing your IT skill set working in the number one Professional Services company in the world? Do you feel excited by taking on a challenge? Do you get satisfaction from solving technical problems and can happily work at pace with a sense of urgency? If this rings true then this role could be for you.

Business Applications is an internal team responsible for a wide catalogue of Bespoke, SaaS & Globally managed applications. Our involvement spans the full Software Lifecycle and as such, work spans a variety of Project and Business as Usual activities.

This will be a demanding role but hopefully a very rewarding one as well. You will have the opportunity to develop a whole set of technical and soft skills with practical experience and a supported Personal Development plan, allowing access to a range of Internal and External training opportunities where relevant.

This is a position for someone who feels comfortable interacting with different types of stakeholders and to impact more than 22,000 practitioners across the United Kingdom and the Switzerland as well as the increasing opportunity to work on a global scale across the whole Deloitte organization.

We encourage consideration of flexible ways of working, both formal and informal arrangements that allow for the best outcomes for our people and our clients. If this opportunity is of interest to you, with some flexibility, please do discuss with us.

Your role

As a Product Manager co-ordinating a team of Functional Analysts, Developers and Testers you will be responsible for the lifecycle of a large throughput of operational requests ranging from minor system amends to catalogue items and amends to existing workflows. Working in a busy team, the role requires a Passion for Customer Service and an ability to understand at a high level ServiceNow requests. You will need to work with other ServiceNow development teams to make sure things are handled by the correct team and ensure a consistent rate of delivery based upon clear KPIs and agreed delivery rates.

To make most of this opportunity, we are looking for evidence of strong grip on the following skills:

• Stakeholder Management – You will need to have good communication skills, remain calm under pressure and the ability to build customer confidence
• Team co-ordination – ensuring that the team is fully utilised and workload is spread out and identifying any Single Points of Failure
• Prioritisation – The ability to agree the priority of items in the backlog and quickly assess if an item is suitable for your delivery team and then manage any drift will need a strong grasp of the detail of the workload and the ability to explain the team’s processes to your customers so they understand which route deliverables need to go down and why
• Reporting Management Information – Be confident in using Metrics to drive Reporting demonstrating the value of the team and highlighting growth opportunities, areas of concern and driving delivery efficiencies
• Team management and motivation – Working effectively in diverse teams within an inclusive team culture where people are recognised for their contribution.
• Continuous Improvement – As part of a wider team, where time allows, you will also get involved in designing and enhancing the systems, which will provide you with many growth opportunities.

Your work, your choice

At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. Please speak to your recruiter about the working pattern that works best for you.

Location: You will be based at one of our offices, where you are expected to be present on a regular basis every week. There are no expectations for regular International travel for this role but it may be necessary on occasion.

Work pattern: This is a permanent contract opportunity and is a full time position, 7 hours a day. Our team members work a variety of agile working patterns. Tell us what arrangement works for you and we’ll try to accommodate.

Your professional experience

Essential:

• Strong project management experience, and track record of delivering projects on time and within budget
• Proven track record in influencing and communicating with stakeholders at all levels and across multiple geographies, building and maintaining strong and effective relationships
• Experience in requirement gathering, to be able to listen to what your stakeholders want and to translate key complex technical issues into common business language
• Is solution orientated, proactive in resolving issues, recommending approaches and providing solutions to senior leadership
• Demonstrates good judgment and the ability to think independently and take managership for delivery
• Ability to work with minimal guidance and willing to take ownership
• Analytical, logical, thorough and methodical
• Can do attitude

Desirable:

• ITIL Foundation certification
• Familiarity with HR processes such as on boarding, off boarding, Sickness and Absence management is desirable
• ServiceNow Knowledge

Your service line: Central Business Services (CBS)

CBS comprises seven service areas: Business Support Services; C&I Services; HR Services; IT Business Services; IT Infrastructure Services; Quality, Risk and Security Services; and Workplace Services. We also have two central teams – Delivery Partners and Vendor Management, and Service Management and CSI .Here is where we deliver world-class business support services for our people, our clients and our firm. From HR services, technology and digital support and pensions, to facilities management, and more – together we are a true enabler for better business. Highly skilled, experienced service delivery professionals, we have complete responsibility for processes that drive efficiency and deliver impact. Not just for our internal customers, but for the clients Deloitte works with too. We’re transforming what it means to work in business services; join us and you’ll experience a career full of fantastic opportunities.

Services, Quality & Risk Services, IT Services, and Workplace Services & Real Estate, together we live, breathe and deliver the Deloitte experience.

Personal independence

Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints. This can mean that you and your “Immediate Family Members” are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm. The recruitment team will provide further detail as you progress through the recruitment process.

About Deloitte

Our Purpose & Strategy

To make an impact that matters for our clients, our people and society – defines who we are and what we stand for. Our purpose provides the foundation for our strategy and our aspiration to be the undisputed leader in professional services: this is not about size, it’s about being the first choice. The first choice for the largest and most influential clients, and the first choice for the best talent.

What do we do?

Deloitte offers global integrated professional services that include Audit & Assurance, Consulting, Financial Advisory, Legal, Risk Advisory and Tax Consulting. Our approach combines intellectual leadership, industrial expertise, insight, consulting & problem solving capabilities whatever the role, technology revolutions and innovation from multiple disciplines to help our clients excel anywhere in the world.

Beyond the UK: Deloitte North and South Europe

The UK is part of Deloitte North and South Europe (NSE), the second largest member firm in the Deloitte network. Deloitte NSE combines operations in Belgium, Central Mediterranean (Italy, Greece, Malta), Ireland, the Middle East (Bahrain, Cyprus, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman, Palestinian Ruled Territories, Qatar, Saudi Arabia, United Arab Emirates, Yemen), the Netherlands, the Nordics (Denmark, Finland, Iceland, Norway and Sweden), Switzerland and the UK. Deloitte NSE brings together 2,700 partners and over 50,000 people, combining our unmatched breadth and depth of capabilities in audit and assurance, consulting, financial advisory, risk advisory, and tax and legal across the region. Being part of Deloitte NSE supports our aspiration to be the undisputed leader in professional services and will create more opportunity and growth for our people.

What do we value?

What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for maximum impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.

Being a Leader at Deloitte

Cultural fit and purpose-led leadership is crucial for Deloitte. Our leaders always set the example and inspire their colleagues. They make quality time for people and take an interest in them. They know what matters to people – both inside and outside work – and value them as individuals; always finding opportunities to develop them while showing respect and appreciation.

For a full job description please visit our online Deloitte Careers portal