Senior Analyst - ServiceNow Administrator

US Talent Transformation

The US Talent Transformation is the HR services center for the U.S. organization across all regions. The Digital Enablement team is focused on developing business-aligned solutions that provide an enhanced employee experience through innovative solutions which are efficient and effective. Our goal is to deliver high-quality service through world class technology solutions, strategic reporting, data visualization and analytics.

Key Job Responsibilities

• The ideal candidate will perform day to day support and maintenance, work with the functional team and coordinate support and development efforts to provide administration support in the HRSD ServiceNow Module.
• This role will be responsible for the general support, administration, and maintenance of the ServiceNow platform and associated applications.
• Provide production support for the ServiceNow application through troubleshooting, problem analysis and determining resolution to correct issues.
• Be a key member of the team responsible for maintaining the health and stability of our ServiceNow applications.
• Developing and deploying minor enhancements requests from customers.
• Working with integrating legacy systems (including 3rd party supported) to resolve any integration issues.
• End to end Triage support including coordinating with integrating applications and ensuring successful and timely issue resolution.
• Collaborate with ITS to understand the impacts of ServiceNow upgrade planning and execution.
• Serve as a subject matter expert to the ServiceNow platform team responsible for analysis, design, development, implementation of modules, and application on the ServiceNow platform.
• Support the configuration of the ServiceNow HRSD application including, Case, Knowledge, Tasks, Reports, and Portal updates.
• Supporting custom and standard reports being used within ServiceNow.
• Monitoring scheduled jobs/dependencies and job failure alerts to ensure timely error handling.
• Manage Instance Security, User/Group Access/Access Control Lists.
• Transform business and technical requirements into implementation plans, work on document requirements, develop technical specifications, and maintain architecture/integration documentation.
• Work with the product team to ensure user stories are developer-ready, easy to understand, and testable.
• Quality Assurance: Perform routine maintenance that includes performance monitoring and error identification/remediation.
• Formulate a testing approach, develop test cases, and deploy code into production in defined releases. Test bugs and enhancements prior to production deployment.
• Analyze, troubleshoot, and fix identified ServiceNow system issues/operational support tickets.
• Provide on-call support for ServiceNow production issues.

Qualifications:

• Bachelor’s degree and 3-5 years of relevant work experience
• Experience within the technology sector and strong business analysis skills
• Detail-oriented with strong communication skills, both verbal and written
• Ability to identify risks and issues that could impact delivery, track and escalate when needed
• Problem solving skills and consultative approach with an ability to collaborate with team members on best practices
• ServiceNow System Administrator Certification is preferred.
• ServiceNow HRSD Implementation Certification is preferred.
• Act as a Techno-functional consultant to provide recommendations/solutions to end users & stakeholders

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Deloitte’s purpose is to make an impact that matters for our clients, our people, and in our communities. We are creating trust and confidence in a more equitable society. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. We are focusing our collective efforts to advance sustainability, equity, and trust that come to life through our core commitments. Learn more about Deloitte’s purpose, commitments, and impact.

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.