Position Summary

Assistant Manager – ServiceNow Developer (ITSM and HRSD )- Deloitte Support Services India Private Limited

Responsibilities: 

· Evaluate, recommend, and implement solutions to address customer issues, following defined best practices for configuration, troubleshooting, and resolution.

· Serve as the primary technical contact to troubleshoot and resolve customer-reported issues on ServiceNow platform.

· Ensure successful delivery of support outcomes within defined SLAs and customer satisfaction metrics.

· Engage with product teams and customers throughout the lifecycle of issue resolution, from initial diagnosis and root cause analysis to implementation of solutions and post-resolution support.

· Collaborate with internal teams to establish and refine technical best practices and operational standards for support delivery.

· Ensure proactive and transparent communication with customers, stakeholders, and internal teams during issue resolution.

· Deliver high-quality technical solutions that are complete, consistent, timely, and aligned with customer expectations.

· Collaborate with stakeholders to assess and configure workflows and platform settings to resolve complex technical and business requirements.

· Produce deliverables such as detailed incident analysis, troubleshooting documentation, root cause analysis reports, and solution guides.

· Provide advanced technical troubleshooting for code-related issues or platform defects impacting customers.

· Offer guidance and mentorship to junior support team members, fostering knowledge sharing and skill development.

 

Qualifications: 

· 6+ years of hands-on experience with the ServiceNow modules like ITSM,HRSD etc

· Strong technical skills in ServiceNow scripting languages (e.g. GlideRecord, GlideSystem)

· Proficiency in diagnosing, troubleshooting, and resolving complex issues, including environment-specific problems.

· Ability to identify root causes and recommend proactive solutions to prevent recurrence.

· Strong understanding of Agile/Scrum methodologies to prioritize and address customer tickets effectively.

· Experience in engaging directly with customers to understand and address their business needs through technical solutions.

· A track record of achieving high customer satisfaction scores through effective communication, empathy, and technical depth.

· Strong technical writing skills to produce clear, detailed incident reports, solution documentation, and customer-facing updates.

· Excellent communication skills for collaborating with internal teams and providing clear, professional updates to customers.

Certifications:
ServiceNow certifications in CSA is must and CIS ITSM/HRSD are strongly preferred.

Location: Pune

Work hours: 11AM to 8PM IST.

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 Deloitte University (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 work 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 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 healthy, 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 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

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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 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.
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: 205841