PwC Global Tech - ServiceNow CMDB Leader in Tampa, Florida
Specialty/Competency: IFS – Information Technology (IT)
Industry/Sector: Not Applicable
Time Type: Full time
Travel Requirements: Up to 20%
A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. You’ll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.
Our Operations Support team monitors the overall quality of our service. As a part of the team, you’ll be the primary contact for ensuring the quality of our services is maintained while also considering better ways to provide the same service in a more cost efficient manner and keeping customer satisfaction with our services high.
To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.
As a Senior Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:
Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.
Deal effectively with ambiguous and unstructured problems and situations.
Initiate open and candid coaching conversations at all levels.
Move easily between big picture thinking and managing relevant detail.
Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.
Contribute technical knowledge in area of specialism.
Contribute to an environment where people and technology thrive together to accomplish more than they could apart.
Navigate the complexities of cross-border and/or diverse teams and engagements.
Initiate and lead open conversations with teams, clients and stakeholders to build trust.
Uphold the firm's code of ethics and business conduct.
The Operations Team is responsible for serving as a strategic business partners across IT and other functional units as well as the lines of service. The primary focus of this team is to identify trends in performance of qualitative and quantitative data related to IT Operations and propose innovative solutions/services to IT leadership and business stakeholders.
Job Requirements and Preferences :
Basic Qualifications :
Covid-19 Vaccination – At this time, proof of COVID-19 vaccination is a basic qualification for this role. You will be required to confirm that you are fully vaccinated with vaccines approved by the U.S. Food and Drug Administration (“FDA”) or the World Health Organization (“WHO”).
Minimum Degree Required :
High School Diploma
Minimum Years of Experience :
6 year(s) of progressive roles managing IT operations quality control, process improvement, and compliance.
Preferred Qualifications :
Degree Preferred :
Preferred Fields of Study :
Certification(s) Preferred :
ServiceNow: CSA, CAD, CIS – Event Management, IT Service Management, Discovery, CAS – Performance Analytics
ITIL Foundations v3 or higher certification
Preferred Knowledge/Skills :
Demonstrates intermediate level abilities and/or a proven record of success as a team leader in the following areas:
Managing a large scale, world class Service, Asset, and Configuration Management scope for a global customer base;
Demonstrating experience with successfully managing day to day operations and improvement projects for CMDB, Discovery, Integration Reconciliation Engine (IRE), IntegrationHub, Service Graph, IT Asset Management, Data Certification, and ServiceNow platform core functionality (scripting, business rules, UI actions, scheduled jobs, etc);
Managing data certification module and schedules for a variety of stakeholders;
Implementing Common Services Data Model (CSDM) v3 preferred;
Enabling automated processes that enable and improve Security Operations, Front and Back office operations, IT Service Management, IT Business Management, and Governance Risk and Compliance (GRC);
Creating solutions that mature and optimize the platform, reduce manual overhead, and drive measurable process improvements for Change, Problem, Incident, Release, Service Availability reporting, Event and Alert automation;
Leading an indirect/direct team for process improvement initiatives that enhance data architecture, data quality and data hygiene;
Acting as technical lead on global transformational projects within a rapidly changing environment;
Owning the enablement of digitization and business process automation on the ServiceNow platform in an enterprise environment;
Contributing to mature and robust configuration management plan, procedures and standards;
Developing and delivering impactful presentations and written communications;
Possessing the ability to provide training or consultation on area of specialization in support of industry leading practices and strategies for the ServiceNow platform, tooling and integrations that optimize the platform and deliver value;
Working in and managing ambiguity including dealing effectively with issues that do not always have a process, system or solution in place;
Working globally in a high tech environment, including global delivery; and,
Displaying abilities as a technical leader, taking initiative and setting priorities independently.
For positions in Colorado, visit the following link for information related to Colorado's Equal Pay for Equal Work Act: https://pwc.to/coloradoifsseniormanager .
All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy
For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.
Please note that, at this time, to be in-person at a PwC office, client location or PwC-sponsored events, you must be fully vaccinated against COVID-19.