ServiceNow Technical Lead
- Lead design and implementation of ServiceNow HR Service Delivery (HRSD) case management to improve case tracking, task management, communications, and approvals aligned to HR policy and governance.
- Define and configure HR request intake (portal experience, forms, and required data capture) and ensure routing/approvals are enforced via workflow.
- Establish priority-based Service Level Agreements (SLAs), operational reporting/metrics, and continuous improvement routines to drive transparency and performance management.
- Partner with HR stakeholders to redesign core HR service processes and implement a modern HR service delivery model supported by HRSD.
- Drive technical delivery activities (solution design, configuration oversight, release planning, testing coordination, cutover readiness, and early-life support) to ensure a stable, scalable HRSD capability.
- Coordinate with adjacent teams (e.g., HR operations, contact center, payroll/benefits vendors where applicable) to ensure end-to-end case resolution and a consistent employee experience.
- Bachelor's degree
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
- 12+ years of experience in ServiceNow development or solution design
- 10+ years of experience delivering ServiceNow implementations
- Certified as a ServiceNow Certified Implementation Specialist
- Delivery Center Location & Travel Requirements:
- Hybrid Work Model: Operate under a hybrid system requiring residence within a commutable distance to one of the US Delivery Center locations (Gilbert, Lake Mary, or Mechanicsburg) or Geo-Hub locations (Atlanta, Charlotte, Dallas, Houston, and Philadelphia)
- Co-location Expectation: Spend up to 30% of working time co-located at an assigned office for orchestrated opportunities, including projects, practice sessions, training, and Moments That Matter at a Deloitte Delivery Center location, Geo-Hub location, approved site, or project location
- Travel Requirement: Maximum of 10% overnight travel for client or project purposes
- Relocation Requirement: If relocation is necessary, complete the move within 12 weeks from the start date to reside within a commutable distance
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