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PwC Technology Discovery Services - Technical Lead

Company: PwC
Location: Harrisburg
Posted on: June 6, 2021

Job Description:

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.

This role will be primarily responsible for maturing PwC's implementation of ServiceNow Discovery, as well as to deliver mature & sustainable Service Mapping capabilities within the platform. This person should be prepared to lead a dedicated off-shore technical team in the delivery of these objectives, including day-to-day operational excellence.

Job Requirements and Preferences:

Basic Qualifications:

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:

Bachelor Degree

Preferred Fields of Study:

Information Technology

Certification(s) Preferred:

ITIL

Preferred Knowledge/Skills:

Demonstrates intimate abilities and/or a proven record of success as a team leader in the following areas:

  • Managing or leading ServiceNow projects and operations in a large multinational organization;
  • Displaying expertise with ServiceNow Discovery in a large enterprise environment (> 25,000 users), especially with Cloud Discovery concepts such as CAPI and Event-based;
  • Modifying and creating Discovery Patterns, including migration to Pattern-based Discovery;
  • Troubleshooting and resolving complex Discovery issues;
  • Providing specialist consultation and technical leadership in support of the ServiceNow platform, configuration, industry leading practices and strategies;
  • Possessing the ability to deliver a world-class CMDB with service mapping and discovery automation, that collectively creates measurably improved processes for Change, Problem, Incident, Release, Availability and service monitoring;
  • Implementing and managing Configuration Management Database maturity and its management strategy within an organization;
  • Implementing and maintaining a ServiceNow Service Mapping function in a large enterprise environment with both custom and COTS applications;
  • Overseeing and managing a large scale operational space of millions of configuration items;
  • Displaying understanding of Common Services Data Model (CSDM), version 3 preferred;
  • Making recommendations to leadership on strategic imperatives to align the IT organization with firm strategic objectives to establish IT is well positioned to deliver on the objectives;
  • Negotiating policy in support of delivering the ServiceNow roadmap and IT investment requests;
  • Driving prioritization of IT initiatives to incorporate business priorities into the governance process and technology prioritization for the IT budgeting process;
  • Owning the enablement of digitization and business process automation on the ServiceNow platform in an enterprise environment;
  • Developing, owning, and improving strategic relationships with sourcing vendors and vendor management;
  • Influencing others by facilitating dialogue, providing suggestions and/or solutions to meet customer needs;
  • Leading a high performing team within a rapidly changing environment by taking an active role in the coaching and development of staff as well as identifying skill gaps;
  • Exhibiting senior level communications and senior leader engagement experience; and,
  • Developing and delivering impactful presentations and written communications.

Keywords: PwC, Harrisburg , PwC Technology Discovery Services - Technical Lead, Other , Harrisburg, Pennsylvania

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