ServiceNow Deployment- Senior Associate

Senior Associate, Platform Engineering & Architecture

At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn't clear, you ask questions, and you use these moments as opportunities to grow.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Respond effectively to the diverse perspectives, needs, and feelings of others.
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
• Use critical thinking to break down complex concepts.
• Understand the broader objectives of your project or role and how your work fits into the overall strategy.
• Develop a deeper understanding of the business context and how it is changing.
• Use reflection to develop self awareness, enhance strengths and address development areas.
• Interpret data to inform insights and recommendations.
• Uphold and reinforce professional and technical standards, the Firm's code of conduct, and independence requirements.

Basic Qualifications:

• Minimum Degree Required: Bachelor Degree
• Preferred Qualifications:
• Degree Preferred: Master Degree
• Certification(s) Preferred:
• ITIL 4
• COBIT
• ISO 27001
• ServiceNow Certification(s)
• BMC Helix Certification(s)
• Flexera Certification(s)
• Jira Service Management (JSM)
• Certification(s) from a leading cloud service provider (AWS, Azure, GCP)
• FinOps Certified Practitioner

Preferred Knowledge/Skills:

• Demonstrates extensive-level abilities and success with managing the identification and addressing of client needs.
• As a Manager, you have extensive level abilities understanding at least one of the following areas:
• ServiceNow or similar tool's IT Service Management modules and how they are implemented across different operating models (ITIL);
• DevSecOps transformations;
• Cloud platforms (AWS, Azure, Google Cloud Platform) and their key technologies, including: Observability, AIOps, APM;
• Industry leading discovery technologies (SCCM, Tanium, Armis, Intune) and how they integrate with ServiceNow;
• Developing and re-engineering IT processes, capabilities, and controls in a proven and efficient way;
• Implement and mature governance frameworks, including operating models for skills and people to support operations on premise and in the cloud as well as reporting capabilities; and, IT Financial Management- cost asset management and optimization.
• Demonstrates extensive abilities and/or a proven record of success in the following areas:
• Bringing together the right perspectives, identify roadblocks, and integrate feedback from clients and team members;
• Managing delivery from project scoping to conclusion, while consistently keeping the client's goals in mind;
• Having a passion for developing and growing team members;
• Communicating complex information simply;
• Finding yourself in the role of advisor and peer to others;
• Approaching new projects with an open mind;
• Believing empathy for coworkers and customers is key to your success;
• Valuing learning from mistakes and ask for help when needed;
• Persevering through challenges;
• Believing in the value created by diverse teams and can adapt to a variety of working styles; and,
• Developing thought leadership materials to further your knowledge and create new relationships.
• Demonstrates extensive abilities and/or a proven record of success in the following areas:
• ServiceNow/BMC Helix/Jira Service Management (implementations, transformations, etc.);
• IT Service Management, ITIL 4, COBIT;
• IT Asset Management / IT Cloud Financial Management;
• Cloud Platforms (Amazon Web Services (AWS), Azure, GCP);
• DevSecOps Transformation;
• Cloud Discovery, including tagging integration and federated configuration;
• Cloud Application Performance Monitoring (APM);
• Cloud auto-scaling, ELB;
• Cloud AI Ops / AI Monitoring; and,
• Cloud Discovery.

Travel Requirements: Up to 80%