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Deloitte ServiceNow Functional Manager in San Jose, California

ServiceNow Functional Manager

Customer & Marketing is creating a new model for a new age-we re an agency and a consultancy. Understanding the digital space and preparing for what s next is at our core. We help clients reimagine how profits are made, how relationships are created and managed; we reshape how work gets done, and rewire the competitive fabric of entire industries. That s the power of driving disruption. That s Customer & Marketing.

Work you ll do

A Manager at Deloitte works within an engagement team and is responsible for identifying business requirements, requirements management, functional design, prototyping, process design (including scenario design, flow mapping), testing, training, defining support procedures and supporting implementations.

The team

Digital Customer

Our Digital Customer team focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the creative digital consultancy real and in doing so, make new markets.

Professionals will serve our clients through the following types of work:

Sales Excellence & Service Excellence | delivers sales and service strategies and plans, operating model definition, incentive design and implementation, and operations support for digitally-enabled sales, channel, and customer service capabilities

Digital Experience | creates engaging omni-channel digital experiences across web, mobile, AR/VR, voice, gesture, IoT, and video

Flexible Consumption | the commercial strategy, operating model definition, and capability delivery of subscription/flexible consumption business models

Digital Foundry | a flexible, end-to-end delivery model emphasizing innovation and disruption

DigitalMix | an integrated set of platforms to enable business re-platforming

Qualifications

Required:

8 years of experience leading components of major business and system transformation efforts (definition, design, implementation) across multiple business units

Understanding of business operations within the and ability to drive change business and technical change within the technology, telecommunications, medical technologies and/or government services sectors

Experience and understanding of customer service and customer operations in these industries

Demonstrated experience defining the approach and leading day-to-day execution of key activities across the solution delivery lifecycle (e.g., requirements / user story definition, process design, business and launch readiness) for global clients

Proven ability to drive business results and readiness across multiple solutions in major transformation efforts

Familiarity with key customer service or industry solutions (e.g., Amdocs, Oracle, NetCracker, CSG, SFDC) and their capabilities

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Preferred:

Experience implementing any ServiceNow products, with ServiceNow CSM or Field Services modules, preferred

Ability to provide input on go-to-market asset development and delivery tools to enable major business transformations

Understanding of the lead-to-revenue business processes within services-based business (especially within high technology, telecommunications, medical technology and/or government services sectors)

Understanding of core process definition / design good practices, including BPMN and relevant enabling tools

Proven ability to build assets, lead and manage teams in major transformations

How you ll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center. at https://zoomforth.com/s/deloitte/du#home

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte s culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte s impact on the world. at http://www2.deloitte.com/us/en/pages/about-deloitte/articles/deloitte-corporate-citizenship.html

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you re applying to. Check out recruiting tips from Deloitte professionals. at http://www2.deloitte.com/us/en/pages/careers/topics/recruiting-tips.html

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Category: Customer Relationship Management

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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