Internal Firm Services
Industry/Sector
Management Level
Senior Associate
& Summary
In ServiceNow consulting at PwC, you will gain extensive experience in ServiceNow applications and assist clients in optimising operational efficiency through analysis, implementation, training, and support tailored to ServiceNow software.
Why PWC
At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purposeled and valuesdriven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us .
& Summary
PwC is driving major change across technology including the building of a centralized model to deliver and manage technology services across the entire network of member firms. A career in PwC s Technology and Security Operations, within Internal Firm Services, will provide opportunity to develop and support our global technology service delivery, both internally and externally. ServiceNow is the enterprise platform that enables Service Management at PwC. Using the ServiceNow platform, our team helps Internal Firm Services transform how they manage services to the business, and how the business manages services to our clients. If you are seeking an exciting career with the scope to grow your ServiceNow skills through major change on a global scale, then PwC Technology will empower you to do so.
What a Business Analyst does
A ServiceNow Business Analyst focuses on analysing, designing, and implementing business processes within the
ServiceNow platform. They bridge the gap between business needs and technical solutions, working with stakeholders
to gather requirements, document processes, and ensure successful implementation and optimization of ServiceNow
solutions. Their responsibilities include analysing business processes, translating requirements into actionable
specifications, collaborating on solution design, and supporting users during and after implementation.
Conducting stakeholder interviews, workshops, and analysis of existing processes to understand business
needs.
Documenting requirements, creating use cases, and developing process diagrams.
Translating business needs into functional and technical specifications for ServiceNow development.
Solution Design and Implementation
o Collaborating with IT teams and stakeholders to design and implement ServiceNow solutions.
o Performing gap analysis and recommending solutions to optimize business processes within
ServiceNow.
o Ensuring alignment of solutions with business goals and objectives.
o Participating in testing and validation of delivered solutions.
Ensure support items are rapidly triaged and managed
Building and maintaining positive relationships with stakeholders. Communicating effectively with stakeholders throughout the project lifecycle. Providing support and guidance to users during and after implementation. Identifying areas for improvement in business processes and recommending solutions using ServiceNow. Staying uptodate with new ServiceNow releases and features to continuously improve solutions. Conducting audits to ensure proper tool usage and adherence to ITIL processes. Planning and prioritizing tasks using agile methodologies. Working with suppliers to prioritize requests and manage daytoday operations. Providing timely status reports to project managers. Collaborate with other ServiceNow administrators and developers to develop effectively with a global focus Be diligent in maintaining consistency in code alignment across instances and in clean code in update sets Proactively identify system deficiencies in the ServiceNow instances and provide solutions to remediate Ensure that configuration is consistent across development, testing, and production environments.
Mandatory skill sets
5+ years of experience working in a BA role for a ServiceNow Applications.
3+ years of experience as a ServiceNow administrator.
Experience in transitioning technology from locally focused to centralized technology service organization.
Experience with ITSM, ITBM, HRSD, Integration Hub or Service Portal modules within ServiceNow
Understanding of RESTful Web Service and APIs.
IT and Security management best practice (ITIL, COBIT, ISO standards).
Experience developing workflows and supporting service technology teams
Experience in developing solutions in JavaScript and Glide
Preferred skill sets
Desired Certifications ITIL Foundations Certification ServiceNow Developer Certification(s) Skills Strong understanding of business analysis principles and methodologies. Proficiency in ServiceNow platform and its various modules (ITSM, ITOM, etc.). Experience with requirements gathering, documentation, and process modeling. Excellent communication, collaboration, and problemsolving skills. Familiarity with ITIL framework and best practices. Ability to work independently and as part of a team.
Years of experience required
5+ yrs
Education qualification
Bachelors
Education
Degrees/Field of Study required Bachelor Degree
Degrees/Field of Study preferred
Required Skills
ServiceNow Platform
Accepting Feedback, Active Listening, Agile Methodology, Analytical Thinking, Application Security, Communication, Configuration Management (CM), Creativity, Cybersecurity, Embracing Change, Emotional Regulation, Empathy, Enterprise Architecture, Human Resources (HR) Consulting, Inclusion, Intellectual Curiosity, IT Change Management, Learning Agility, Optimism, Risk Compliance, SelfAwareness, ServiceNow Customer Service Management (CSM), ServiceNow Ticketing Tool, Teamwork, Well Being
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