ServiceNow Consultant, Senior Associate / Assistant Manager

As a key member of the ServiceNow team at KPMG, you will be at the forefront of transforming IT services and solutions. Your role will be pivotal in advising both IT and business stakeholders, leveraging the ServiceNow platform to meet their needs.

Your ability to communicate effectively with both technical and non-technical stakeholders will be key to your success in this role. You will be expected to have a deep understanding of the ServiceNow platform and its capabilities to offer strategic guidance and support to our clients as well as a deep understanding of how technology is delivered within an IT function including operating model and strategy.

ServiceNow team members regularly interact with C-Suite clients, such as Chief Executive Officer (CEO), Chief Information Security Officer (CISO), Chief Information Officer (CIO), Chief Operating Officer (COO), Chief Risk Officer (CRO) and their direct reports. Hence, a client centric mind-set, understanding of IT within a Business context, and well-developed communication skills are desirable.

The Role:

• Serving as the key technical resource for the configuration, development, support, and maintenance of the ServiceNow platform. The successful candidate will have fluency In ServiceNow base platform, with the ability to learn and adapt to other areas of the platform per the needs of the engagement.
• Serving as primary technical point-of-contact for projects.
• Leading the efforts and provide guidance in requirements gathering and developing/documenting process workflows.
• Defining technical solutions for architecture and design that are aligned with the client's business problems and ServiceNow implementation best practices.
• Leading a team of developers to convert requirements into user stories, create solutions, review development, and perform testing.
• Provide both technical and non-technical training to clients for the implemented solutions as built on the platform.
• Designing and develop solutions within the ServiceNow environment to include new or modifications to applications, forms, flow, workflow, UI policies, UI actions, business rules, ACLs, UI Builder, and any other configurations required to support client processes.
• Providing advanced support for ServiceNow by troubleshooting a variety of application problems, implementing bug fixes, and performing root cause analysis.
• Participating in the discovery sessions and process definitions with team lead and other developers.

Job Requirements:

• Bachelor’s degree in Information Technology, Management Information Systems, Computer Science, Engineering, Business Information Systems, or a related discipline, or equivalent relevant professional experience.
• ServiceNow Certified System Administrator (CSA) certification. Relevant Certified Implementation Specialist (CIS) certifications would be advantageous.
• Relevant 3–5 years of experiences delivering end-to-end ServiceNow implementations, with experience spanning both functional analysis and technical implementation activities.
• Demonstrated ability to work directly with business stakeholders and process owners to understand business challenges, gather and analyse requirements, facilitate workshops, and translate requirements into effective ServiceNow solutions.
• Strong understanding of business process analysis and design, with the ability to map current-state and future-state processes and identify opportunities for workflow optimisation, automation, and platform enablement.
• Experience developing user stories, acceptance criteria, process flows, functional requirements, and solution design documentation, and working with development teams to ensure accurate implementation.
• Strong ServiceNow platform knowledge with hands-on experience in configuration and development, including JavaScript, Flow Designer/workflows, business rules, client scripts, UI policies, UI actions, ACLs, integrations, and related platform capabilities.
• Experience with one or more ServiceNow product areas such as ITSM, ITOM, CSM, HRSD, SPM, SecOps, Integrated Risk Management, or other ServiceNow workflow solutions would be advantageous.
• Experience with technologies relevant to ServiceNow integrations, including REST/SOAP web services, SSO, SAML, OAuth, LDAP, JDBC and integration patterns. Experience with IntegrationHub and MID Server would be advantageous.
• Strong understanding of how to implement complex SaaS solutions, with the ability to balance business requirements, user experience, technical feasibility, platform standards, and long-term maintainability.
• Excellent communication, facilitation, stakeholder-management, analytical, and problem-solving skills, with the ability to communicate effectively with both business and technical audiences.
• Ability to quickly understand new business domains, industry processes, ServiceNow products, and technical concepts, and apply that understanding in a client delivery environment.
• Demonstrated ability to evaluate business requirements critically, propose alternative solutions, and provide recommendations that align with business objectives and platform best practices.
• Deep knowledge and experience in understanding customer requirements necessary to successfully implement a complex SaaS solution including a strong appreciation for understanding business contexts within technical requirements.