Job
Description
As a Manager in ServiceNow Administration at Deloitte Support Services India Private Limited, you will be responsible for governing, designing, and improving the Enterprise Architecture process within the ServiceNow platform. Your role will involve working with ServiceNow's Application Portfolio Management (APM), Hardware Asset Management (HAM), and other modules to optimize solutions that meet the organization's business needs and enhance operational efficiency. **Responsibilities:** - Establish and maintain the company's APM policies, standards, and procedures following ServiceNow best practices. - Lead, mentor, and develop a team of APM analysts and process owners, managing resource allocation, performance, and professional growth. - Ensure timely review, processing, and resolution of ServiceNow tasks and incidents, collaborating with stakeholders to address issues and maintain high user satisfaction. - Lead or support the analysis of the application portfolio for consolidation, retirement, or investment opportunities. - Collaborate with Business units, Product Owners, and ServiceNow Platform teams to ensure accurate APM records and portfolio reviews. - Define requirements for new features, integrations, and process automations with ServiceNow developers and architects. - Maintain accurate documentation of the organization's applications, integrating sources such as CMDB and automated discovery. - Define and enforce data quality standards, conduct data audits, and coordinate data cleansing efforts. - Deliver training, documentation, and communication about changes or enhancements to enable successful adoption of APM processes. - Conduct regular performance reviews, set goals, and create development plans for team members. - Foster a collaborative and inclusive team environment that encourages innovation and continuous improvement. **Required Technical Skills:** - 8+ years of experience in ServiceNow, IT Asset Management, or Enterprise Architecture, with at least 2 years in a formal leadership role. - Proven track record in leading APM, HAM, or related IT governance programs at scale. - Deep understanding of application lifecycle, technology rationalization, and value drivers of APM initiatives. - Ability to influence, negotiate, and communicate with stakeholders at all levels. - Experience managing high-performing teams and cross-functional project groups. - Strong analytical, financial, and strategic thinking abilities. - ServiceNow certifications (e.g., Certified Implementation Specialist - APM, ITBM) and proficiency with data visualization tools are highly desirable. **Education:** - Bachelors degree in Information Technology, Business Administration, Computer Science, or a related field. **Experience:** - 8+ years of experience in ServiceNow, IT Asset Management, or Enterprise Architecture, with at least 2 years in a formal leadership role. - Knowledge of ITSM, CMDB, and ITIL/IT4IT frameworks is a plus. - ServiceNow certifications (e.g., Certified Implementation Specialist - APM, ITBM) preferred. *Location:* Hyderabad *Shift Timing:* Shift between 2:00 PM to 11:00 PM IST In this role at Deloitte, you will have the opportunity to collaborate with various teams and contribute to the organization's success by leveraging your expertise in ServiceNow Administration. As a Manager in ServiceNow Administration at Deloitte Support Services India Private Limited, you will be responsible for governing, designing, and improving the Enterprise Architecture process within the ServiceNow platform. Your role will involve working with ServiceNow's Application Portfolio Management (APM), Hardware Asset Management (HAM), and other modules to optimize solutions that meet the organization's business needs and enhance operational efficiency. **Responsibilities:** - Establish and maintain the company's APM policies, standards, and procedures following ServiceNow best practices. - Lead, mentor, and develop a team of APM analysts and process owners, managing resource allocation, performance, and professional growth. - Ensure timely review, processing, and resolution of ServiceNow tasks and incidents, collaborating with stakeholders to address issues and maintain high user satisfaction. - Lead or support the analysis of the application portfolio for consolidation, retirement, or investment opportunities. - Collaborate with Business units, Product Owners, and ServiceNow Platform teams to ensure accurate APM records and portfolio reviews. - Define requirements for new features, integrations, and process automations with ServiceNow developers and architects. - Maintain accurate documentation of the organization's applications, integrating sources such as CMDB and automated discovery. - Define and enforce data quality standards, conduct data audits, and coordinate data cleansing efforts. - Deliver training, documentation, and communication about changes or enhancements to enable successful adoption of APM processes. - Con
