Description:
As the ITSM Process & Product Architect joining our team you will have the opportunity to work with multidisciplinary teams across Deloitte Technology to architect cutting edge processes and solutions targeted at modernizing our IT Service Management processes. This will include innovating in the latest technologies such as ServiceNow, Dynatrace, Observability, AI solutions, Cloud, Discovery and more.
We are looking to reshape how we deliver our IT Operations, and are looking for industry thought leaders and designers to join us on our path to new ways of thinking about IT Service Management.
If you find yourself leading the way in designing process, product and automation solutions, and are looking for an exciting opportunity to explore next generation approaches, then we are also looking for you!
Specific responsibilities will include:
- Design, architect, and innovate in the latest areas of IT Service Management including incorporating Agentic AI into our customer experiences, monitoring solutions and automated workflows
- Responsible for as is process assessments to surface process gaps and architect solutions in conjunction with the technical teams
- Craft guiding principles and standards for our organization across Service Strategy, Transition, and Operations to build a truly modern value stream in ITSM
- Influence the technical roadmap leveraging existing platform capabilities & governance guardrails to support reduction of technical debt as applicable, while automating everywhere possible
- Work within diverse teams across our organization and vendor partners to collaboratively change our IT processes by bringing together experts in AI technologies, ServiceNow, Business Architecture, Service Excellence, Observability, Cloud (Azure, AWS and Google) and orchestration technologies
- Drive integrating several leading-edge monitoring solutions into a common workflow engine using ServiceNow to help automate remediation and self-healing techniques
- Review client requirements including analysis of business pain points to design technical solution options based on platform capabilities, and current architecture
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?:
- At least 5-7 years of experience designing and developing IT Operations processes with enterprise grade solutions (with a minimum of 3 years within ServiceNow platform)
- Demonstrated experience with data governance and automation, including their application to complex hybrid cloud and on-premise solutions
- Exposure to automating process, customer interactions, Predictive or Agentic AI and/or machine learning in concept and in practice
- Excellent verbal, written and presentation skills to varied levels of stakeholders and ability to distill difficult technical concepts into understandable designs
- Proven ability to work in and influence multidisciplinary teams in a matrix management environment
- Flexible work style, hours and telecommuting presence is required as this role interacts with our people globally on a regular basis
- Prior experience recommending product solutions that integrate holistically with ITSM and/or ITIL processes for effective operations
- Preferred certifications: ServiceNow Master or Technical Architect, Certified Implementation Specialist, and/or ITIL certification preferred