Job Title:  Senior Consultant | ServiceNow BA | Mumbai | ServiceNow

Senior Consultant | ServiceNow BA | Mumbai

• Job Requisition ID:108690
• Location: Mumbai
• Entity: Deloitte

The Team

Enterprise technology is a critical enabler of business transformation, operational excellence, and innovation. The Corporate Applications team is responsible for delivering scalable and efficient ServiceNow solutions that enhance business processes, automate workflows, and improve user experiences across the organization.

Your Work Profile

As a ServiceNow Senior Developer, you will be responsible for designing, developing, implementing, and supporting ServiceNow platform capabilities across multiple modules. You will collaborate closely with business stakeholders, architects, and technology teams to deliver high-quality solutions that align with organizational objectives and industry best practices.

This role requires strong technical expertise in ServiceNow development, integrations, platform administration, automation, and application customization. The successful candidate will be capable of independently driving technical solutions while ensuring platform stability, scalability, and governance.

Key Responsibilities

·       Design, develop, and implement enhancements and defect fixes within the ServiceNow platform.

·       Deliver projects and enhancements in accordance with approved conceptual designs, architecture standards, and technical documentation.

·       Act as the primary technical resource on projects and translate business requirements into robust technical solutions.

·       Collaborate with business and IT stakeholders to ensure solutions meet defined business objectives and acceptance criteria.

·       Perform administration, development, maintenance, and third-level support activities for ServiceNow.

·       Build and maintain Service Catalogs, workflows, orchestration processes, and automated service offerings.

·       Develop and maintain client scripts, business rules, UI policies, widgets, and platform customizations using JavaScript.

·       Troubleshoot and resolve application, integration, and platform-related issues.

·       Ensure adherence to ServiceNow development standards, best practices, and governance frameworks.

·       Follow organizational Change Management processes to maintain stability across development, test, and production environments.

·       Anticipate future requirements and proactively identify opportunities for platform improvements.

·       Develop and maintain technical documentation, solution designs, and process documentation.

·       Support application enhancement planning, testing, deployment, and post-production activities.

·       Participate in platform upgrades, regression testing, and release management activities.

·       Contribute to continuous improvement initiatives and knowledge-sharing within the development team.

Key Skills Required

·       Gather, analyze, and document business requirements to support the growth and optimization of a multi-instance ServiceNow environment.

·       Partner with global business stakeholders to identify business needs and translate them into actionable ServiceNow solutions.

·       Lead Agile processes, including backlog management, sprint planning, prioritization, and release coordination across ServiceNow initiatives.

·       Own and manage ServiceNow support and enhancement activities ("Business as Usual"), ensuring timely resolution of issues and delivery of continuous improvements.

·       Act as the primary liaison between business stakeholders, ServiceNow COE, developers, and support teams.

·       Facilitate workshops, requirement-gathering sessions, and stakeholder discussions to define project scope and business objectives.

·       Create and maintain detailed user stories, epics, and scrum tasks with clearly defined acceptance criteria for development teams.

·       Manage and communicate ServiceNow sprint schedules, release calendars, project status updates, and performance metrics to stakeholders and leadership teams.

·       Analyze existing ITSM processes and conduct gap assessments against industry best practices, including ITIL and Lean frameworks.

·       Collaborate with process owners and request owners to define, design, and improve ServiceNow request workflows and self-service capabilities.

·       Ensure business requirements are aligned with organizational objectives, governance standards, and ServiceNow platform capabilities.

·       Support User Acceptance Testing (UAT), validate delivered solutions, and obtain stakeholder sign-offs.

·       Monitor enhancement requests, defects, and incidents to ensure timely prioritization and resolution.

·       Work directly with end users to investigate, troubleshoot, and resolve escalated ServiceNow issues and application defects.

·       Drive process standardization, automation, and continuous improvement initiatives across IT Service Management functions.

·       Develop and maintain functional documentation, process flows, business requirement documents (BRDs), and knowledge articles.

·       Provide reporting, insights, and recommendations to leadership teams regarding ServiceNow platform utilization and process performance.

·       Ensure effective stakeholder communication and change management throughout project and enhancement lifecycles.

Technical Experience

1. Total Years of Experience : 7-10
2. Relevant ServiceNow Experience – 7-8 year experience
3. Determine and define business needs and global requirements to develop and continue the growth of a multi-instance ServiceNow environment with primary focus on the agile process.
4. A proven track record in SN agile management, ideally with a strong background in delivering strategic ServiceNow IT Service management solutions.
5. Owns the support and enhancement process (known as "business as usual") for ServiceNow COE and working closely with business stakeholders.
6. Manages and communicates ServiceNow release/sprint schedules & reporting to stakeholders & COE groups.
7. Document user stories/scrum tasks with clear functional requirement in the acceptance criteria for technical team understanding.
8. Document and map current ITSM processes and perform gap analyses against desired or best practice, preferably using industry standard techniques and frameworks such as Lean and ITIL
9. Work closely with process owners and request type owners to prompt and agree requirements for request workflows and IT self-service on ServiceNow instance
10. Work directly with end users to resolve escalated issues/defects within ServiceNow

Additional Technical Knowledge

• Understanding of enterprise applications and platforms including:

o  Oracle Cloud HCM

o  Oracle E-Business Suite

o  Windows Operating Systems

o  Citrix

o  Microsoft System Center Suite

o  Active Directory

o  Microsoft Azure

o  Microsoft 365

o  SharePoint

o  Microsoft Teams

Professional Skills

·       Excellent interpersonal, communication, and presentation skills.

·       Strong analytical and problem-solving capabilities.

·       Fluent written and verbal English communication skills.

·       Ability to work effectively within globally distributed teams.

·       Strong understanding of IT service management principles and industry best practices.

·       Ability to manage multiple priorities in a fast-paced environment.

You bring you

That's all we ask. And in return, we'll create an enabling and respectful environment. That includes reasonable accommodation for Fate unique needs.

Personal Qualities

·       Strong work ethic and commitment to quality.

·       Detail-oriented with excellent troubleshooting and problem-solving abilities.

·       Self-motivated and capable of working independently.

·       Adaptable to changing business and technology environments.

·       Proactive in identifying opportunities and addressing risks.

·       Resilient and able to recover quickly from challenges while maintaining productivity.

·       Strong collaboration and stakeholder management skills.

Your bold odyssey starts here 

Our story starts with your success: Experience excellence in an environment that is meritorious, respectful, collaborative, and empowering. One that is a catalyst of 360-degree happiness for you and your loved ones.

Get right skilled for tomorrow: Get equipped to fuel transformative change and be the best in the industry. Don't just learn new skills, but be the engine of innovation, with clutter-breaking solutions and practices.

Power the nation's growth story: We're Indian-owned and led and working towards India's future. Our team spans and creates impact for the country, well beyond its urban centers. We move ahead along with the communities in which we operate, thereby giving you a profession with a strong sense of purpose.

Experience Required: 7+ Years

Employment Type: Full-Time

Location: Mumbai

Function:  ServiceNow Development