ServiceNow Functional Lead & Customer Experience Support

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Deloittes Enterprise Performance professionals are leaders in optimizing operations that span the entire enterprise of an organization, from strategy to implementation and operation. By joining our team, you can help clients achieve impact and value from their investments in both people and technology that support enterprise-wide operations, as well as solutions for specific functions in the organization, from IT to finance and the supply chain. Work youll do This role is responsible for the design and the mapping the ITSM processes and the associated CX for the enterprise services the Center for Information Technology (CIT) provides to NIH. This functional role will support the following activities:

• Assess existing artifacts, documentation, and data to baseline client performance against best practices
• Oversee the business process assessment, target state design, and road mapping activities
• Gather business requirements
• Understand business capabilities of tools
• Negotiate what is expected to be configured out-of-the-box or customized (i.e., own the decision)
• Facilitate the JAD sessions and align on how solutions meet business requirements/user stories
• Enable the adoption of new processes, procedures, and tools

As a supporting effort, this functional role will work with the government provided resource to support the establishment of a Voice of the Customer Program. This role involves understanding customer needs, developing strategies to enhance customer satisfaction, and working cross-functionally to implement customer-centric solutions. The CX role will serve as the voice of the customer within the organization, driving initiatives that improve customer loyalty and advocacy. The team Deloittes Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise. The Technology Services Optimization Offering works with clients to transform their technology services and operations and provide enterprise-wide service transformation using ServiceNow. Working with Chief Information Officers, Technology Executives, Service Owners (HR, IT, Customer, Field Service, Project Portfolio Management) and their teams, they help to establish an operating model for technology, attentive to NextGen and advanced technologies, new and evolving service models for technology and the operational expectations of an organization. Qualifications Required:

• Customer Experience
• Customer Experience Management (CEM)
• Customer Experience Mapping
• Workforce Transformation
• Bachelors degree required
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Ability to travel 25%, on average, based on the work you do and the clients and industries/sectors you serve

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $132,000 to $220,000. You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

Information :

• Company : Deloitte
• Position : ServiceNow Functional Lead & Customer Experience Support
• Location : Arlington, VA
• Country : US

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