ITSM ServiceNow CMDB Process Engineer, Deloitte Global Technology

Job Type : Permanent

Work Model : Hybrid

Reference code : 127385

Primary Location : Toronto, ON

All Available Locations : Halifax, NS; Edmonton, AB; Kitchener, ON; Toronto, ON

Our Purpose

At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge.

Purpose defines who we are and gives us reason to exist as an organization.

By living our Purpose, we will make an impact that matters.

• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Experience a firm where wellness matters.
• Be expected to share your ideas and to make them a reality.

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives.

We deliver strategic programs and services that unite our organization.

What will your typical day look like?

In this interesting and diverse role, you will :

• Be responsible to interface with our customers, manage their requirements and craft stories across CMDB and ITOM processes in ServiceNow
• Have a thorough understanding of the configuration management process including best practices, methodologies, techniques, KPIs.
• Conduct gap analysis to identify improvement areas in existing CMDB and ITOM processes.
• Follow existing SAFE Agile methodologies and track work items assigned to completion across multiple development teams.
• Assist with setting up CMDB components and relationships according to the ServiceNow Common Service Data Model.
• Configure and run ServiceNow reports, dashboards and exports as per customer requirements when needed.
• Participate in testing and validation of acceptance criteria and act as a customer advocate for requirements.

About the team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world.

In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Enough about us, let’s talk about you

Do you possess the following? :

• Minimum 2-3 years of experience in ServiceNow ITSM, CMDB and ITOM platform areas.
• Good understanding of the ServiceNow Common Service Data Model & IT Operations Management.
• Excellent communication and ability to capture detailed functional requirements and translate into technical use stories is a required skill for this position.
• Proven ability to manage work from requirements to go live, preferably within an Agile environment.
• Ability to influence at all levels, with a strong focus on business outcomes.
• Solid understanding of ServiceNow CMDB & Discovery tooling options.
• ITIL, Agile and / or ServiceNow certification is an asset
• Experience in ServiceNow development is not required, but may be an asset in understanding concepts and availability of features.
• Familiarity with concepts across IT including managing global infrastructure, events, network topology, configuration management and securing IT environments.
• Prior experience working in an enterprise level professional services environment or similar.
• Experience with providing good customer experiences to consume and understand Configuration Management within ServiceNow or similar toolset.

Total Rewards

The salary range for this position is $47,000 - $78,000, and individuals may be eligible to participate in our bonus program.

Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels.

Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth.

Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization.

Some representative examples include : $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, 38+ days off (including 10 firm-wide closures known as "Deloitte Days"), flexible work arrangements and a hybrid work structure.

Our promise to our people : Deloitte is where potential comes to life.

Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here.

We provide flexible working options to support you and how you can contribute.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.