Customer Service jobs in United States, Illinois, Chicago

ServiceNow Senior Consultant – HR Service Delivery (HRSD)

You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.

As a Senior Technology Analyst, you will play a pivotal role in bridging the gap between business needs and technical solutions. You will interact with business stakeholders to gather and analyze requirements, ensuring that newly implemented technology solutions meet their needs. Your collaboration with technical teams will be essential in designing and delivering effective system architecture solutions.

Your key responsibilities

In this role, you will spend your time engaging with clients and internal teams to ensure successful project delivery. You will face challenges that require analytical thinking and problem-solving skills, providing you with opportunities to learn and grow in a dynamic environment. This position may require regular travel to meet with clients, allowing you to build relationships and understand their needs better. Key responsibilities include:

• Interacting with business stakeholders to evaluate business models and processes.
• Analyzing newly implemented technology solutions to verify they meet business requirements.
• Collaborating with technical teams to design and deliver system architecture solutions.

Skills and attributes for success

Here, you’ll serve a wide portfolio of clients - each with their own backgrounds, strengths, and ambitions, so no two days will be the same. That could mean working to improve our customers’ HRSD process or evaluating how AI can streamline delivery. Wherever you find yourself, you’ll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation.

• Act as a workstream lead across all aspects of a ServiceNow HRSD project and solution delivery including but not limited to design, configuration/development, testing and deployment phases
• Ability to manage and mentor a multi-disciplinary team of 3-5 resources including offshore resources (e.g., consultants, developers, and testers)
• Provide guidance and industry leading practice expertise for ServiceNow HRSD process implementations, including how specific business objectives can be met through process and technology transformation
• Ability to analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps
• Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources
• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs
• Ability to create high quality deliverables and project artifacts

To qualify for the role, you must have

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline
• Typically, no less than 2 - 4 years relevant ServiceNow HRSD project experience
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD)
• Minimum of 1 of the following ServiceNow certifications:
  • ServiceNow Certified Implementation Specialist – HR Service Delivery
• 3+ years of Big 4 or equivalent consulting experience
• Excellent soft skills – communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization
• Experience leading teams and supervising others
• A driver’s license valid in the U.S.
• Ability to travel to meet client needs

Ideally, you’ll also have

• Performance analytics and reporting experience – certifications are a plus

• Employee Center and Workplace Service Delivery experience – certifications are a plus

• Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower)

ServiceNow Consulting Manager – HR Service Delivery (HRSD)

You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.

In this role, you will interact with business stakeholders to evaluate business models, processes, and operations. You will gather, understand, and analyze business requirements, translating them into technical specifications. Additionally, you will analyze newly implemented technology solutions to ensure they meet business requirements and collaborate with technical teams to design and deliver system architecture solutions.

Your key responsibilities

As a Manager in Technology Analysis, you will play a pivotal role in managing and delivering complex technical initiatives. You will face challenges that require innovative problem-solving and analytical skills, providing you with opportunities to grow and learn in a dynamic environment. This role is based in the US, with regular travel required to meet client needs.

• Lead workstream delivery and ensure effective management of processes and solutions.
• Track deliverable completion and project status, ensuring alignment with performance objectives.
• Actively participate in client working sessions, leading workstreams from planning through execution and closure.

Skills and attributes for success

Here, you’ll serve a wide portfolio of clients - each with their own backgrounds, strengths, and ambitions, so no two days will be the same. That could mean working to improve our customers’ HRSD process or evaluating how AI can streamline delivery. Wherever you find yourself, you’ll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation.

• Act as an engagement or workstream lead across all aspects of a ServiceNow HRSD project and solution delivery including but not limited to design, configuration/development, testing and deployment phases
• Ability to manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources (e.g., consultants, developers, and testers)
• Ability to build and foster client relationships and demonstrate the value of EY services
• Excellent business acumen with the ability to make fact-based decisions and resolve conflicts
• Provide guidance and industry leading practice expertise for ServiceNow HRSD process implementations, including how specific business objectives can be met through process and technology transformation
• Ability to analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps
• Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources

• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs
• Ability to support pre-sales efforts including creating proposals and estimates
• Ability to create high quality deliverables and project artifacts

To qualify for the role, you must have

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline
• Typically, no less than 4 - 6 years relevant ServiceNow HRSD project experience
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD)
• Minimum of 1 of the following ServiceNow certifications:
  • ServiceNow Certified Implementation Specialist – HR Service Delivery
• 5+ years of Big 4 or equivalent consulting experience
• Excellent soft skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization
• Experience leading teams and supervising others

• A driver’s license valid in the U.S.
• Ability to travel to meet client needs

Ideally, you’ll also have

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA)

• Performance analytics and reporting experience – certifications are a plus

• Employee Center and Workplace Service Delivery experience – certifications are a plus

• Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower)

ServiceNow Senior Consultant – Enterprise Service Management (ESM)

You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.

As a Senior Technology Analyst, you will play a pivotal role in bridging the gap between business needs and technical solutions. You will interact with business stakeholders to gather and analyze requirements, ensuring that newly implemented technology solutions meet their needs. Your collaboration with technical teams will be essential in designing and delivering effective system architecture solutions.

Your key responsibilities

.In this role, you will spend your time engaging with clients and internal teams to ensure successful project delivery. You will face challenges that require analytical thinking and problem-solving skills, providing you with opportunities to learn and grow in a dynamic environment. This position may require regular travel to meet with clients, allowing you to build relationships and understand their needs better. Key responsibilities include:

• Interacting with business stakeholders to evaluate business models and processes.
• Analyzing newly implemented technology solutions to verify they meet business requirements.
• Collaborating with technical teams to design and deliver system architecture solutions.

Skills and attributes for success

Here, you’ll serve a wide portfolio of clients - each with their own backgrounds, strengths, and ambitions, so no two days will be the same. That could mean working to improve our customers’ ESM or Global Business Services (GBS) processes or evaluating how AI can streamline delivery. Wherever you find yourself, you’ll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation.

• Act as a workstream lead across all aspects of ServiceNow ESM/GBS (HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay) engagements and solution delivery, including but not limited to engagement management, design, configuration/development, testing and deployment phases
• Ability to manage and mentor a multi-disciplinary team of 3-5 resources including offshore resources (e.g., consultants, developers, and testers)
• Provide guidance and industry leading practice expertise for ServiceNow ESM/GBS process implementations, including how specific business objectives can be met through process and technology transformation
• Ability to analyze a company’s ESM/GBS people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps
• Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources

• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs
• Ability to create high quality deliverables and project artifacts

To qualify for the role, you must have

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline
• Typically, no less than 2 - 4 years relevant ServiceNow project experience
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD)
• Minimum of 1 of the following ServiceNow certifications:
  • ServiceNow Certified Implementation Specialist – HR Service Delivery
  • ServiceNow Certified Implementation Specialist – Customer Service Management
  • ServiceNow Certified Implementation Specialist – Field Service Management
• 3+ years of Big 4 or equivalent consulting experience
• Excellent soft skills – communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization
• Experience leading teams and supervising others

• A driver’s license valid in the U.S.
• Ability to travel to meet client needs

Ideally, you’ll also have

• Performance analytics and reporting experience – certifications are a plus
• Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery experience – certifications are a plus
• Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower)

You will lead ServiceNow Transformation teams in a rapidly growing area of the business. It is a client facing role, in which you will have opportunities to showcase your ability to not only motivate and develop teams but also establish and maintain client relationships. You will have an opportunity to grow your consulting, technical and team leadership skills, as well as build relationships and obtain experiences that will define your career.

In this role, you will build and manage the delivery of technology transformation projects and programs that align with our organizational strategy. You will provide assurance to leadership by managing timelines, costs, and quality, while leading both technical and non-technical project teams in the development and implementation of technology solutions and infrastructure.

Your key responsibilities

As a Senior Manager, you will play a pivotal role in the effective management and delivery of complex processes, solutions, and projects. You will navigate operational and organizational dynamics while maintaining a strong focus on quality and risk management. This position offers a unique opportunity to develop your leadership skills and expand your professional network. Key responsibilities include:

• Leading engagement delivery and managing client relationships on a daily basis.

• Accountable for program/project management, ensuring that all objectives are met.

• Developing resource plans and budgets for engagements, managing engagement economics effectively.

Skills and attributes for success

Here, you will serve a wide portfolio of clients - each with their own backgrounds, strengths, and ambitions, so no two days will be the same. That could mean working to transform a clients' enterprise or Global Business Service (GBS) or Enterprise Service Management (ESM) capabilities with ServiceNow or evaluating how AI can streamline service delivery. Wherever you find yourself, you will be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation. To thrive in this role, you will need a blend of technical expertise and strong interpersonal skills. The following attributes will make a significant impact:

• Ability to drive and support sales activities along-side EY pursuit teams demonstrating how EY's services can solve a clients business challenges – this can include but not limited to developing proposals, engagement estimates, and participating in sales presentations
• Lead and develop strategies for ServiceNow enabled transformations, working with senior client executives on developing a business case, transformation roadmap, detailed plans and solution architectures
• Act as an engagement manager across all aspects of ServiceNow ESM/GBS (HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay) engagements and solution delivery, including but not limited to engagement management, design, configuration/development, testing and deployment phases
• Ability to manage 2-3 engagements and mentor multi-disciplinary teams of 10+ resources including offshore resources (e.g., consultants, developers, and testers)
• Ability to build and foster client relationships and demonstrate the value of EY services
• Excellent business acumen with the ability to make fact-based decisions and resolve conflicts
• Provide guidance and industry leading practice expertise for ServiceNow service management implementations across business functions (non-IT), including how specific business objectives can be met through process and technology transformation
• Ability to analyze a company's service management functional capabilities people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps
• Ability to lead client process design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources
• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs
• Ability to create high quality deliverables and project artifacts

To qualify for the role you must have

• Bachelor’s degree required (4-year degree); Master’s degree preferred
• Typically, no less than 5 - 7 years relevant experience in ServiceNow implementation experience
• 5 – 7 years of Big 4 or equivalent consulting experience preferably at the Senior Manager or Director level
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD)
• Minimum of 2 of the following ServiceNow certifications:
• ServiceNow Certified Implementation Specialist – HR Service Delivery
• ServiceNow Certified Implementation Specialist – Customer Service Management
• ServiceNow Certified Implementation Specialist – Field Service Management
• Excellent consulting and interpersonal skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization
• Ability to effectively develop presentations, functional and technical roadmaps as well as present ideas and proposals to all levels of management and technical expertise
• Experience with defining contextual, conceptual, and logical models that align both business and technical capabilities to explain the architecture
• Experience leading teams and supervising others
• A driver's license valid in the U.S (United States).
• Ability to travel to meet client needs (up to 60%)

Ideally, you will also have

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA)
• Performance analytics and reporting experience – certifications are a plus
• Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery experience – certifications are a plus
• Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower)

Salesforce.com Solution Architects drive enterprise Salesforce.com implementations, including all project phases such as discovery, definition, build, test and deploy. After our sales team wins a project, you'll become the main contact person for the client to manage their project to make sure it's delivered on-time and on-budget.

As a Manager in Solution Architecture, you will play a pivotal role in bridging the gap between complex business problems and innovative technical solutions. You will be instrumental in understanding business requirements and defining the solution architecture that translates these requirements into effective, workable solutions. Your expertise will guide technical decisions to ensure they align with business outcomes, offering recommendations that propel the business forward.

Your key responsibilities

In this role, you will focus on the effective management and delivery of technology solutions, ensuring quality and risk management. You will engage in continuous process improvement and the identification of innovative solutions. Your responsibilities will include:

· Developing solutions to complex problems and recommending policy changes.

· Establishing procedures that affect your immediate work area and possibly the broader business function.

· Exercising judgment in selecting methods, techniques, and evaluation criteria for obtaining results.

Skills and attributes for success

To excel as a Manager in Solution Architecture, you will need a robust set of technical and business skills. Your success will be driven by your proficiency in:

· Excellent oral and written communication skills, comfort leading conversations with audiences of all levels

· Ability to lead discovery meetings to identify system requirements and establish an understanding of business processes with the client

· Experience in Salesforce (SFDC) CRM and multiple end to end implementations

· Salesforce integration experience, and experience with a variety of middleware tools

· Deep experience with Salesforce, APEX APIs, APEX Triggers, VisualForce, Apex Classes, Apex Web Services, APIs, AppExchange, and Salesforce.com s-controls

· Hands on experience configuring Salesforce.com, Workflow Alerts and Actions, and Approval Workflows

· Ability to lead the solutioning and design of the Salesforce platform, and identify gaps between current and future state

· Knowledge of Salesforce configuration and platform capabilities

· Work with developers to define and create specifications for any custom code or data migration requirements

· Ability to create and manage project timelines and project economics to ensure on-time and on-budget delivery

· Ability to identify potential risks (people and technology), develop plans for mitigation, and support the change management efforts

· Application and Tool Analysis

· Cloud Computing Architecture

· Cybersecurity and Privacy Architecture

· Complex Problem-Solving and Critical Thinking

· Building and Managing Relationships

· Communicating With Impact.

To qualify for the role, you must have

· A Bachelor’s degree required (4-year degree)

· Typically, no less than 4 - 6 years relevant experience implementing Salesforce.com with teams of 5 or more people, and have hands on experience with configuration and customizations.

· Strong oral and written communication skills, comfort leading conversations with audiences of all levels

· Familiar with relational database concepts

· Self-starter and able to handle multiple tasks and priorities

· Excellent communication, leadership and client development skills

· Salesforce.com certification(s)

· Willingness to travel based on client need

Ideally, you’ll also have

· Degree emphasis in Computer Science, IT, Computer Engineering, MIS, Mathematics desired; Master's degree in one of these areas preferred

· Certifications and prior consulting experience highly preferred

ServiceNow Consulting Manager – Enterprise Service Management (ESM)

You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.

In this role, you will interact with business stakeholders to evaluate business models, processes, and operations. You will gather, understand, and analyze business requirements, translating them into technical specifications. Additionally, you will analyze newly implemented technology solutions to ensure they meet business requirements and collaborate with technical teams to design and deliver system architecture solutions.

Your key responsibilities

As a Manager in Technology Analysis, you will play a pivotal role in managing and delivering complex technical initiatives. You will face challenges that require innovative problem-solving and analytical skills, providing you with opportunities to grow and learn in a dynamic environment. This role is remote based with regular travel required to meet client needs.

• Lead workstream delivery and ensure effective management of processes and solutions.
• Track deliverable completion and project status, ensuring alignment with performance objectives.
• Actively participate in client working sessions, leading workstreams from planning through execution and closure.

Skills and attributes for success

Here, you’ll serve a wide portfolio of clients - each with their own backgrounds, strengths, and ambitions, so no two days will be the same. That could mean working to improve our customers’ ESM or Global Business Services (GBS) processes or evaluating how AI can streamline delivery. Wherever you find yourself, you’ll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation.

• Act as a workstream lead across all aspects of ServiceNow ESM/GBS (HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay) engagements and solution delivery, including but not limited to engagement management, design, configuration/development, testing and deployment phases
• Ability to manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources (e.g., consultants, developers, and testers)
• Ability to build and foster client relationships and demonstrate the value of EY services
• Excellent business acumen with the ability to make fact-based decisions and resolve conflicts
• Provide guidance and industry leading practice expertise for ServiceNow ESM/GBS process implementations, including how specific business objectives can be met through process and technology transformation
• Ability to analyze a company’s ESM/GBS people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps
• Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources

• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs
• Ability to support pre-sales efforts including creating proposals and estimates
• Ability to create high quality deliverables and project artifacts

To qualify for the role, you must have

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline
• Typically, no less than 4 - 6 years relevant ServiceNow project experience
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD)
• Minimum of 2 of the following ServiceNow certifications:
  • ServiceNow Certified Implementation Specialist – HR Service Delivery
  • ServiceNow Certified Implementation Specialist – Customer Service Management
  • ServiceNow Certified Implementation Specialist – Field Service Management
• Excellent soft skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization
• 5+ years of Big 4 or equivalent consulting experience
• Experience leading teams and supervising others

• A driver’s license valid in the U.S.
• Ability to travel to meet client needs

Ideally, you’ll also have

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA)
• Performance analytics and reporting experience – certifications are a plus
• Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery experience – certifications are a plus
• Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower)