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.


* Will be onsite at the client facility 2 to 3 days a week


* 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 ...