Position Summary Design and develop ServiceNow CSM solutions on ServiceNow platform The Team The Customer & Marketing Offering Portfolio integrates our most differentiated, globally recognized customer and marketing businesses. It focuses on owning the commercial agenda through growth strategy, enhanced user experiences, and engagement through the entire customer lifecycle. From our core strengths in creative design, to strategy, platforms and solutions, as well as our continued growth through acquisitions, we are specifically positioned to bring fully integrated solutions to our clients. We are all consumers and personal marketers. This reality is what makes the Customer & Marketing Offering Portfolio so exciting. What we deliver in the market each day directly impacts who we are as customers. We are able to deliver on outcomes for the very products and services that we have the privilege of engaging with ourselves. Our Advertising, Marketing & Commerce team focuses on delivering marketing and growth objectives aligned with our clients’ brand values for measurable business growth. We do this by creating content, communications, and experiences that engage and inspire their customers to act. We implement and operate the technology platforms that enable personalized content, commerce and marketing user-centric experiences. In doing so, we transform our clients’ marketing and engagement operations into modern, data-driven, creatively focused organizations. Our team brings deep experience in creative and digital marketing capabilities, many from our Digital Studios. We serve our clients through the following types of work: Cross-channel customer engagement strategy, design and development (web, mobile, social, physical) Ecommerce strategy, implementation and operations Marketing Content and digital asset management solutions Marketing Technology and Advertising Technology solutions Marketing analytics implementation and operations Advertising campaign ideation, development and execution Acquisition and engagement campaign ideation, development and execution Agile based, design-thinking, user-centric, empirical projects that accelerate results Work you’ll do Implement features in CSM ServiceNow module Automate workflows in ServiceNow and streamline business processes Integrate ServiceNow with other systems via API Provide subject matter expertise, act as technical product advocate, design, develop and implement CSM processes with a blend of expertise in ITSM, ITAM, SACM, Knowledge, Demand and Release Management modules within ServiceNow platform. Implement technology specific best practices and standards. Researches and evaluates alternative solutions and recommends the most efficient and cost-effective solutions. Proposes data model, design changes to processes and products, exerts significant latitude in determining objectives of an assignment. Translates requirements into functional and technical requirements. Designs and develops extensions to Service Now data model in support of requirements towards CMDB, SACM and other modules. Reviews and refines designs for usability, review testing scenarios and refines test cases, to ensure applications quality and works with users to review test results to ensure they meet expected results. Support and coordinate scheduling and execution of releases, product upgrades, new technology deployments. Evaluation of new features and produce comprehensive analysis and recommendations. Perform and participate in product roadmap planning. Produces and maintains detailed system documentation including design specs, maintenance, troubleshooting, deployment, disaster recovery, technotes, and testing, etc. Participate in the technology workshops along with the customer. Actively participate in ServiceNow forum discussions. Initiate and execute technical reviews. Qualifications Required: Professional Qualification - B.E./B.Tech/MCA/MBA/MS. Total experience of 6 to 10 years and at least 5 years of relevant experience supporting or implementing ServiceNow products. Must have completed at least one complete project lifecycle as ServiceNow CSM Implementation Specialist. Experience in ServiceNow scripting, ServiceNow technical configuration and development including application UI configuration, workflow configuration. Experience with Asset, CMDB, Orchestration and ServiceWatch. Working knowledge of the web applications, networks, protocols and email (SMTP, POP3) Expertise with scripting languages such as PERL, JavaScript, Python, or Shell Web service proficiency (REST, SOAP) as well as XML and JSON knowledge Practical experience with agile methodologies/tools. Strong communication skills, both written and verbal, with the ability to describe technical solutions in the terms of the business. Experience with leading geographically separated customers and onshore/offshore teams Interact cross-functionally on matters that require coordination across the organization and collaborates well with other groups, voluntarily shares information. Mentor the team members and enable them to work independently. Preferred: ServiceNow CSM Implementation Specialist Certification. Custom application development (App Creator/PaaS), Orchestration and Discovery experience Domain separation experience. Knowledge of relational databases (MySQL, MSSQL, Oracle) Thorough knowledge and/or experience working with Operating Systems (Linux, Windows) Deep knowledge of AngularJS practices and commonly used modules based on extensive work experience Creating self-contained, reusable, and testable modules and components Proficiency with Angular JS, JavaScript, CSS and HTML5. ServiceNow experience of writing custom widgets. Extensive knowledge of developing the ServiceNow platform and enterprise architectures. Experience implement data loads, inbound and outbound API integrations, catalog items, Service portal within ServiceNow How You’ll Grow At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the DU in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India Benefits At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. Deloitte’s culture Our positive and supportive culture encourages our people to do their best every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer comprehensive well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead happy lives. Learn more about Life at Deloitte. Corporate citizenship Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships that we have with our clients, our people and our communities.We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world. Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters. Benefits At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. Our people and culture Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture. Our purpose Deloitte’s purpose is to make an impact that matters for our clients, our people, and in our communities. We are creating trust and confidence in a more equitable society. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. We are focusing our collective efforts to advance sustainability, equity, and trust that come to life through our core commitments. Learn more about Deloitte's purpose, commitments, and impact. Professional development From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. Requisition code: 160403