​US - Consulting - Tech Consulting- TEP - ServiceNow ITAM Senior Analyst - Senior

In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. That's why some of the most prestigious businesses worldwide look to us for authoritative, agile and efficient solutions for business decision-making. As our ServiceNow Manager you'll play a leading role in that mission, providing the competitive edge our customers need to overcome some of the biggest creative and technical challenges around.

The opportunity

You'll lead a tight-knit team in a rapidly growing area of the business. It's a high-profile role, in which you'll have plenty of opportunities to showcase your ability to not only motivate and develop your team, but establish and maintain new customer relationships. As you do, we'll support you in developing consultancy and analytical skills – along with relationships that could define your career.

Your key responsibilities

We are seeking a highly skilled and experienced ServiceNow ITAM Senior Analyst join our dynamic team. As a ServiceNow ITAM Senior Analyst, you will play a pivotal role in implementing and optimizing ServiceNow solutions for our clients. Your expertise in ServiceNow ITAM (Hardware Asset Management, Software Asset Management, Cloud Cost Management) will be crucial in delivering high-quality services and solutions to our clients, ensuring their business processes are streamlined and optimized.

Skills and attributes for success

Consultation and Requirements Gathering:

• Collaborate with EY's People Advisory Services, ServiceNow and client teams to understand and capture business requirements and translate them into technical requirements for ServiceNow configuration.
• Conduct thorough analysis of client's existing processes and systems to identify opportunities for improvement and optimization
• Leverage tools, templates and enablers to plan for and initiate HRSD implementation efforts
• Capture the right details needed to enable HRSD capabilities such as case management, knowledge management Employee Center Pro portal design, GenAI capabilities, onboarding and ofboarding workflows and integrations with other HR systems such as Workday, SAP SuccessFactors, Oracle HRSD and others to build end to end HR operations workflow solutions using ServiceNow

ServiceNow Implementation and Configuration:

• Assist in designing and documenting technical specifications for an end to end workflow solutions of configuring HRSD solutions such as HR case management, Knowledge Management, Virtual agent, EC Pro portal and related modules.
• Assist in designing and configuring a detailed end to end integration architecture using HRSD capabilities and other HR systems including any custom integration requirements utilizing REST and SOAP APIs as applicable.
• Work with EY's Global Delivery Services team located offshore and guide them to configure integrations between ServiceNow and third-party systems, tools, and databases, utilizing REST and SOAP APIs
• Provide guidance to clients on the deployment of MID servers.
• Hands on experience with HAM Pro and SAM Pro modules implementation
• Experience in importing and normalizing data into the ServiceNow CMDB (Configuration Management Database) to ensure accurate asset tracking and reporting.
• Assist in designing custom solutions and integrations as necessary to enhance the functionality of ServiceNow platform.

Solution Development and Deployment:

• Work with the Architect and lead the development and deployment of ServiceNow solutions, ensuring adherence to leading practices and standards
• Assist Architect and project managers in designing and executing workshops for design collaboration with clients
• Provide technical guidance and mentorship to offshore developers and junior team members throughout the implementation process.
• Conduct thorough testing and quality assurance to ensure the reliability and performance of implemented solutions
• Facilitate User Acceptance Testing with clien teams and help them prioritize defects
• Participate and host scrum meetings with the offshore development team by providing technical expertise, design & architecture guidance throughout the design, build and testing efforts
• Provide training and knowledge transfer to project team members, administrators on ServiceNow functionalities, best practices, and usage guidelines

Client Training and Support:

• Direct and develop the creation of training material for training end users on how to utilize ServiceNow HRSD capabilities.
• Provide comprehensive training to clients on the usage and administration of ServiceNow platform.
• Offer ongoing support and assistance to clients post-implementation, addressing any issues or concerns in a timely manner.

Documentation and Knowledge Sharing:

• Create detailed technical documentation including solution designs, configuration guides, and standard operating procedures.
• Share expertise and best practices with team members to foster knowledge sharing and continuous learning.

To qualify for the role you must have

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum 1 year of recent experience designing and implementing ServiceNow HRSD solutions for large enterprise clients is required.
• Minimum 3+ years of recent experience working as a ServiceNow Consultant, with a focus on HRSD, Workplace services delivery, GBS and other Employee workflows related capabilities.
• Excellent communication and interpersonal skills, with the ability to effectively engage with clients and team members.
• Ability to effectively develop presentations, functional and technical roadmaps as well as present ideas and proposals to all levels of management and technical expertise.
• Experience with defining contextual, conceptual, and logical models that align both business and technical capabilities to explain the architecture.
• Must be able to set goals and participate in strategic initiatives for a team.
• Experience or certification in SAFe or other industry proven architecture frameworks.

Ideally, you'll also have

• Experience or certification in SAFe or other industry proven architecture frameworks
• Strong understanding of ITIL framework and IT service management processes.
• Prior experience with scripting languages such as JavaScript, PowerShell, or Python a plus
• ServiceNow certifications (e.g., Certified Implementation Specialist - HAM, Certified Implementation Specialist – SAM, Certified System Administrator) are highly desirable.

What we look for

We're interested in intellectually curious people, with a genuine passion for finding and implementing innovative ways nurture growth. You'll also need excellent communication and negotiation skills. We'll look to you to have the ability to express big ideas to influence C-suite leaders while also having technical skills to architect the right solutions for clients. If you're ready to take ownership of a team that's poised to take the industry by storm, this role is for you.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.