ServiceNow Techno Functional Lead
About The Position
The ServiceNow Techno-Functional Lead connects business needs with practical platform solutions. The role works with client stakeholders and delivery teams to understand processes, shape requirements, guide configuration and implementation, and support quality delivery across the ServiceNow lifecycle. It is part of Deloitte’s Project Delivery Talent Model, designed for long-term, onsite client service delivery, supporting mission-critical financial services initiatives with limited travel. The position is based in Columbus, Ohio, and requires commuting to the assigned office and co-location an average of four times per week, with variations based on projects and client locations. The role leads client workstreams focused on process improvement, optimization, and transformation, including implementing leading-practice workflows, addressing quality deficits, and driving operational outcomes. It collaborates with platform developers, technical teams, stakeholders, and engagement management to deliver ServiceNow solutions and support adoption and ongoing platform needs.
Requirements
- At least 5 years of experience delivering ServiceNow implementations, enhancements, or platform support in a client-facing consultative role.
- At least 4 years of experience in business analysis, functional design, or process improvement for enterprise technology solutions.
- At least 3 years of experience translating stakeholder needs into user stories, requirements, process flows, or functional specifications.
- At least 3 years of experience configuring or guiding configuration of ServiceNow workflows, forms, business rules, or related platform capabilities.
- At least 3 years of experience supporting integrations between ServiceNow and enterprise applications or data sources.
- At least 3 years of experience coordinating testing, release readiness, deployment, or post-go-live support for technology solutions.
- Bachelor’s degree, preferably in Computer Science, Information Technology, Computer Engineering, or a related IT discipline, or equivalent experience.
- Ability to work independently and collaboratively as part of a team.
- Effective written and verbal communication skills.
- Meticulous attention to detail and quality of work product.
- Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment.
- Strong interpersonal skills and professional demeanor.
- Ability to meet deadlines.
- Ability to travel an average of 10%, based on work and clients served.
- Must reside within a commutable distance of the assigned office and be able to commute daily if required without overnight accommodation.
- Expected to co-locate an average of four times per week, with variation based on work, projects, and client locations.
Nice To Haves
- Analytical ability to manage multiple projects and prioritize tasks into manageable work products.
- Ability to operate independently or with minimal supervision.
- Excellent written and communication skills.
- Ability to deliver technical demonstrations.
Responsibilities
- Lead discovery sessions to understand business processes, user needs, and opportunities for ServiceNow improvement.
- Translate business requirements into user stories, process flows, functional designs, and configuration recommendations.
- Guide ServiceNow configuration and workflow development in collaboration with platform developers and technical teams.
- Support integrations and data flows between ServiceNow and other enterprise systems.
- Coordinate testing, defect resolution, release readiness, and deployment activities.
- Advise stakeholders on platform capabilities, implementation trade-offs, and opportunities to improve user experience and process efficiency.
- Prepare functional documentation and support knowledge transfer, adoption, and ongoing platform needs.
- Communicate regularly with Engagement Managers (Directors), project team members, and representatives from functional and technical teams, escalating matters that require additional attention from engagement management.
- Independently and collaboratively lead client engagement workstreams focused on process improvement, optimization, and transformation, including implementing leading-practice workflows, addressing quality deficits, and driving operational outcomes.
Benefits
- Employees are offered a broad range of benefits.
- May be eligible to participate in a discretionary annual incentive program, subject to program rules and applicable performance factors.
- Opportunities to build new skills, take on leadership opportunities, and connect and grow through mentorship.
- On-the-job learning experiences and formal development programs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
