ITSM Process & Product Architect - ServiceNow, Deloitte Global Technology

Join Deloitte's Technology team as an ITSM Process & Product Architect to design and innovate cutting-edge processes and solutions targeted at modernizing IT Service Management processes. Work with multidisciplinary teams to architect processes and solutions using latest technologies such as ServiceNow, Dynatrace, and Observability.

Requirements

• At least 5-7 years of experience designing and developing IT Operations processes with enterprise grade solutions (with a minimum of 3 years within ServiceNow platform)
• Demonstrated experience with data governance and automation, including their application to complex hybrid cloud and on-premise solutions
• Exposure to automating process, customer interactions, Predictive or Agentic AI and/or machine learning in concept and in practice
• Excellent verbal, written and presentation skills to varied levels of stakeholders and ability to distill difficult technical concepts into understandable designs
• Proven ability to work in and influence multidisciplinary teams in a matrix management environment
• Flexible work style, hours and telecommuting presence is required as this role interacts with our people globally on a regular basis
• Prior experience recommending product solutions that integrate holistically with ITSM and/or ITIL processes for effective operations

Benefits

• Competitive base salary and variable pay opportunities
• Mental health support benefits ($4,000 per year)
• Flexible benefit spending account ($1,300)
• Deloitte Days (firm-wide closures)
• Development and Innovation Days (dedicated days of learning)
• Flexible work arrangements and a hybrid work structure