ServiceNow Operate Lead

About the role

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. Consider an opportunity with Deloitte under our Project Delivery Talent Model, tailored specifically for long-term, onsite client service delivery.

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
• 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

Qualifications

• 6+ years of experience as a ServiceNow Certified Implementation Specialist
• Must be a ServiceNow Certified System Administrator
• Must be ServiceNow Certified Implementation Specialist - Data Foundations (CMDB and CSDM)
• 6+ years of experience with ServiceNow delivery (platform best practices, architecture, and governance)
• 6+ years of experience with design, configuration, and support of ServiceNow platform capabilities across ITSM, ITOM, CMDB, Discovery, Service Mapping, and related modules
• Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience
• Limited immigration sponsorship may be available
• Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve

Skills

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to provide clear guidance to others

Pay

A reasonable estimate of the current range is $150,000 to $160,000. You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.