ITSM Process & Product Architect - ServiceNow, Deloitte Global Technology

Deloitte Global is seeking an ITSM Process & Product Architect to join their team. The successful candidate will work with multidisciplinary teams to architect cutting-edge processes and solutions for modernizing IT Service Management processes. They will design, innovate, and lead in the latest areas of IT Service Management, including ServiceNow, AI solutions, and automation.

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

• Salary range: $85,000 - $156,000
• Bonus program participation
• 4,000 per year for mental health support benefits
• Flexible benefit spending account: $1,300
• Deloitte Days
• Development and Innovation Days
• Flexible work arrangements and a hybrid work structure