Service Now Business Analyst Senior Manager

Industry/Sector

Specialism

Management Level

Job Description & Summary

The Opportunity

When you join PwC Acceleration Centers (ACs) you step into a pivotal role focused on actively supporting various Acceleration Center services from Advisory to Assurance Tax and Business our innovative hubs youll engage in challenging projects and provide distinctive services to support client engagements through enhanced quality and innovation. Youll also participate in dynamic and digitally enabled training that is designed to grow your technical and professional skills.

As part of the ServiceNow Consulting team you will lead enterprise-wide digital transformation initiatives leveraging the ServiceNow platform as the core ESM solution. As a Senior Manager you will design multi-module workflows drive assessments and provide advisory to senior stakeholders maintaining alignment with business objectives. This role allows you to shape target operating models and lead large-scale implementations making a meaningful impact on client operations and service delivery.

Responsibilities

- Lead digital transformation initiatives leveraging ServiceNow

- Design multi-module workflows to enhance service delivery

- Drive assessments to align with business objectives

- Provide advisory services to senior stakeholders

- Shape target operating models for improved operations

- Oversee large-scale implementations to achieve success

- Collaborate with teams to enhance client operations

- Evaluate and enhance service delivery processes

What You Must Have

- Bachelors Degree in Technology Engineering Computer Science Information Systems or related field

- 12 years of experience in IT and consulting

- 8 years of experience in ServiceNow functional delivery and architecture

- Oral and written proficiency in English required

What Sets You Apart

- MBA or Masters Degree in Technology Management

- ServiceNow certifications: CSA CAD CIS CTA preferred

- Demonstrating multi-module ServiceNow functional delivery experience

- Leading requirement-gathering and integration workshops

- Driving AI and automation adoption using ServiceNow

- Excelling in communication and stakeholder management

- Coaching and mentoring functional consultants and analysts

- Supporting pre-sales cycles and business development initiatives

- Experience in consulting or global delivery environments

Line of Service: Advisory Acceleration Center

Experience: 12 -18 Years Location: Bengaluru / Hyderabad Organization: PwC Acceleration Center Bengaluru About PwC Acceleration Centers PwCs Advisory Acceleration Centers support global delivery and large-scale digital transformation across industries. Our teams work with global PwC engagement teams to help clients modernize workflows design scalable processes enhance user experiences and maximize value from enterprise platforms like ServiceNow. As part of this network you will collaborate with global teams to deliver high-quality ServiceNow implementations across multiple business and IT domains.

Summary As a Senior Manager ServiceNow Consulting & Implementation you will lead enterprise-wide digital transformation initiatives leveraging the ServiceNow platform as the core ESM solution. You will design multi module workflows drive assessments guide integration strategy lead requirement workshops and provide advisory to senior stakeholders. While the role is ServiceNow-centric you will also bring broader ESM toolset experience (e.g. BMC Helix Jira Service Management Ivanti Cherwell) to provide well-rounded insights for modernization and platform transitions. This role requires deep ServiceNow functional expertise strong consulting acumen and proven leadership of complex multi-tower transformation programs. Key

Responsibilities: 1. Architecture Leadership & Platform Strategy

Lead ServiceNow solution architecture across ITSM ITOM ITAM (HAM/SAM) HRSD CSM SPM and industry-specific solutions.

Define enterprise roadmaps capability models governance frameworks and digital transformation strategies.

Use experience across other ESM platforms (BMC Helix Jira SM Ivanti Cherwell HP SM) to support platform assessments comparative evaluations and transformation guidance.

Shape target operating models process designs and module-specific adoption strategies. 2. Assessments Process Redesign & Advisory

Conduct current-state assessments including ITSM maturity CMDB readiness ITAM/SAM baselines HRSD capability evaluations CSM process reviews and GRC maturity assessments.

Perform platform health checks operational readiness assessments data quality reviews and upgrade readiness evaluations.

Identify gaps improvement areas and opportunities for automation and workflow optimization. 3. Requirement Gathering & Workshop Leadership Lead end-to-end requirement gathering workshops for:

Module-specific functional requirements (ITSM ITOM HRSD ITAM CSM SecOps SPM GRC/IRM FSM App Engine).

Cross-module process alignment workshops to define enterprise workflow integration.

Facilitate integration requirements workshops with enterprise architects system owners and business stakeholders to define: o API/data exchange needs o Interface mapping o Message flows o Authentication & security requirements o Integration Hub and ETL needs

Guide stakeholders through future-state process envisioning service blueprints user journeys and data modeling. 4. Integration Strategy & Architecture

Lead integration requirements gathering for connecting ServiceNow with: o ERP (SAP/Oracle) HRIS (Workday/SuccessFactors) CRM CMDB sources discovery tools procurement platforms cloud platforms monitoring systems identity/SSO tools and third-party ESM platforms.

Develop integration strategy interface specifications data models transformation rules and event driven architecture patterns.

Work with architects and developers to ensure secure scalable maintainable integrations using Integration Hub APIs web services and MID Server. 5. Multi-Module Solution Design & Delivery Oversight

Oversee functional design across modules ensuring alignment of workflows SLAs UX process flows CMDB models and business rules.

Approve functional specifications user stories acceptance criteria data dictionaries and configuration guides.

Support migration efforts from legacy ESM tools to ServiceNow ensuring functional continuity and data alignment.

Provide solution assurance across sprint cycles release planning and quality checks. 6. AI Automation & Next-Gen Platform Enablement

Drive adoption of ServiceNow AI capabilities including: o Now Assist (GenAI) o Predictive Intelligence o Virtual Agent & NLU o AI Search o Automation Engine / Integration Hub

Identify opportunities to embed AI into workflows to improve accuracy speed and user experiences. 7. Engagement Governance & Delivery Leadership

Lead large-scale multi-tower implementations managing scope timelines budgets and risk.

Establish delivery frameworks governance models quality gates and compliance standards.

Conduct executive-level briefings steering committee sessions and platform strategy presentations.

Ensure cross-geography collaboration across PwC and client teams. 8. Stakeholder Management & Client Advisory

Serve as a strategic advisor to CIOs CTOs CHROs CISOs and functional leaders.

Guide clients on platform roadmap planning process optimization governance models and value realization.

Provide balanced advisory comparing ServiceNow benefits with competing ESM technologies. 9. Practice Development & Mentorship

Coach and mentor functional consultants business analysts and solution designers in ServiceNow and broader ESM concepts.

Develop accelerators reusable assets templates knowledge articles and PwC methodologies.

Contribute to thought leadership whitepapers and internal training initiatives. 10. Business Development

Support pre-sales cycles including RFP responses solution demos scoping and estimation.

Collaborate with account teams to identify opportunities for expansion module adoption and enterprise modernization.

Provide strategic guidance during deal shaping and proposal solutioning. Required Skills & Experience

12 years of IT and consulting experience; 8 years in ServiceNow functional delivery and architecture.

Deep multi-module expertise across ITSM ITOM ITAM HRSD CSM SPM.

Demonstrated experience leading requirement-gathering and integration workshops.

Strong background in cross-module architecture workflow design data modeling CMDB structures and enterprise process standardization. Experience defining integration strategy interface requirements and connecting ServiceNow with enterprise systems. Familiarity with other ESM platforms (BMC Helix Jira SM Cherwell Ivanti HP SM).

Ability to drive AI/automation adoption using ServiceNows next-generation capabilities.

Excellent communication leadership and stakeholder management skills. Qualifications

Bachelors degree in Technology Engineering Computer Science Information Systems or related field.

MBA or Masters degree is highly desirable especially in Technology Management Strategy Information Systems or Operations.

ServiceNow certifications: o CSA (Mandatory) CAD o CIS: ITSM HRSD CSM ITAM ITOM SPM o ServiceNow CTA (Highly preferred)

ITIL (Mandatory) SAFe PMP COBIT or TOGAF certifications.

Experience in consulting or global delivery environments.

Travel Requirements

Job Posting End Date