Customer Service Manager jobs

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)

Your key responsibilities

You will be part of diverse teams of professionals across different geographies to deliver a wide range of data and analytics services. You will be solving complex issues and driving growth across financial services.

Skills and attributes for success

• Fostering an innovative and inclusive team-oriented work environment
• Leading and coaching diverse teams of professionals with different backgrounds
• Providing subject matter expertise in defining technical and business approaches
• Working across and influencing different stakeholders within the client organization, cultivating, and executing on business opportunities
• Building strong relationships with the clients including engaging with C-level executives and technical clients
• Initiating and building thought leadership through white papers, point of views, and proof of concepts
• Working in an entrepreneurial environment to pave your own career path
• Propose and drive new technologies to enhance or replace existing business processes

To qualify for the role, you must have

• Undergraduate or master’s degree in a quantitative field (e.g., engineering, computer science, business, economics, finance, statistics, and/or analytics)
• Minimum of 9 years’ experience in banking, capital markets, insurance, or asset management domain with at least 3 years of experience managing a team
• Superior communication (verbal and written) with the ability to effectively advocate technical solutions and results to technology and business audiences at all levels and disciplines within EY and client organizations
• Experience working independently, efficiently, and effectively under extreme time constraints and delivering results by critical deadlines
• Demonstrate exploration of new techniques outside of day-to-day job duties
• Experience presenting technical conclusions to senior officials in a company and other stakeholders
• Strong analytical and problem-solving skills
• Experience with client-facing activities such as requirements gathering, facilitating meetings, presentation creation, and ability to prepare client ready deliverables
• Project management and process development expertise in client serving roles
• Excellent leadership and teaming skills
• Strong organizational and time-management skills
• Ability to integrate new knowledge and adapt to change with a natural curiosity and desire to learn
• A willingness and ability to travel to meet client needs; travel is estimated at 60%
• Valid passport

DAE Specific

• Ability to understand business challenges and address remediations through data architecture and engineering solutions.
• Must have practical experience assisting clients with one or more of strategic Data Architecture and Engineering, Cloud Data Modernization, Data migration and Event-driven architecture, preferably focused on financial services.
• Experience architecting and designing large data platforms, data warehouses and data lakes, streaming applications, data ingestion, integration, and distribution pipelines.
• Practical experience using latest technologies for data ingestion, integration, transformation, storage, mining/warehousing, big data analytics, and visualization.
• Deep understanding of traditional data architecture practices (data warehousing, datahub, MDM, ODS etc.) as well transition to Next-Gen platform architectures such as distributed data lake and Data mesh on cloud, etc.
• Practitioner experience in multiple data technologies such as:
• Cloud Data Platforms (AWS, Azure, Google Platform, Databricks, Snowflake)
• Big Data applications and Distributed Processing (Hadoop and Spark ecosystem components)
• Data integration Tools (Informatica, Talend, etc.)
• Experience with scripting languages: Python, Java, C++, Scala, etc.
• Traditional RDBMS (Teradata, Netezza, MS SQL Server, Oracle, MySQL, PostgreSQL)
• MPP (Snowflake, BigQuery, AWS Redshift etc.)
• NoSQL (MongoDB, DynamoDB, Cassandra, Neo4J, Titan, Elasticsearch)
• Streaming Platform and Applications (Spark streaming, Kafka, Storm, etc.)
• Experience with data pipeline and workflow management tools (Airflow, etc.)
• Dev Ops (GitHub, Kubernetes Jenkins, Terraform)
• Data Modeling (Data vault, Star, Snowflake)

Ideally, you’ll also have

• Master’s degree in business administration (MBA) or Science (MS) preferred
• Prior consulting experience
• Experience monitoring performance, reporting, and economics of ongoing progress for the major initiatives of the business unit you support.
• Oral presentation skills, with the ability to lead meetings & hold workshops with executives
• Experience quantifying results to the business, from the front line to senior executives

What we offer you

Key Responsibilities

• Technical preparation and review of complex trust and estate accountings.
• Perform complex calculations and reconstruction when required.
• Research of state specific principal and income acts when needed.
• Responsible for managing client relationships and retaining client good will.
• Participate in weekly sales calls, and client presentations and business development meetings, when requested.
• Provide timely and effective responses to client needs and compliance requirements.
• Provide estimates for new accounting work and prepare all required documentation for new engagements.
• Build and maintain strong relationships with internal EY groups.
• Facilitate communications and provide assistance to team members by sharing knowledge, offering advice, and making decisions to meet engagement deliverables.
• Develop operational efficiencies to deliver timely high-quality services and work products.
• Contribute to a flexible, stable and team oriented working culture that fosters staff development.
• Complete self- study courses to maintain and enhance knowledge of fiduciary accounting and software applications, and to meet Firm continuing education requirements.
• Work to ensure all projects are properly and timely billed and oversee follow-up with clients regarding bill collections.

Skills and Attributes for Success

To qualify for the role, you must have

• Bachelor’s degree.
• CPA, EA, licensed Attorney, Professional Fiduciary orCTFA (Certified Trust and Fiduciary Advisor) certification
• 5+ years of fiduciary/court accounting experience at a bank, law firm or CPA firm with a proven track record of successfully managing staff and engagements.
• Excellent technical fiduciary accounting skills.

• Experience working with complex assets (LLCs, partnerships, alternative investments, etc.) and large trusts and estates.
• Experience working with family offices a plus.
• Demonstrated excellent interpersonal, analytical, and problem-solving ability.
• Excellent verbal and written communication skills.

• Experienced at reviewing IRS Forms 706, 1041 and K-1s.

Ideally, you will also have

• Understanding of complex investments and fiduciary tax.
• Understanding of trust structures and trust terminology.
• Ability to review and interpret trust agreements and estate planning documents.
• Strong management and leadership skills.
• Strong client interaction skills.
• Proficient with software applications, including OneSource Accounting Software FAS; Microsoft Word and Excel.

The opportunity

• Guidewire Claim Centre Support with 3 to 6 Yrs

Your key responsibilities

• Guidewire Claim Center Support and Maintenance (Staff 3-6 years)
• Must be flexible to work in shifts (Rotational Shift – India Shift, UK Shift) and On Call Support on a roster-ed rotational basis.
• Experience in maintenance and support, maintenance, configuration, testing, integration, and deployment.
• Manages the Guidewire CC Configuration and Integration.
• Design, modifies and implements Guidewire product suite.

Skills and attributes for success

• Deep understanding of Guidewire framework, implementation, architecture and components.
• Must have experience in GuideWire Claim Center 9.0 version+
• Well versed in development streams - Configuration/Integration/Both
• Strong knowledge in Guidewire platform (Gosu scripting / UI / Data Model)
• Implementation of Rules (including UI Validation) using GOSU scripting.
• Metadata Configuration of Rules (including UI Validation).
• Integration with External Systems and Guidewire Platform supported integration techniques.
• Working knowledge of Core Java, J2EE, XML, Web Services (SOAP/REST), ANT
• Strong in SQL, Spring, Hibernate, Castor, any Enterprise Messaging System
• Should have strong knowledge and experience on Tomcat and or Websphere/WebLogic
• Real time knowledge and experience on enterprise system integration, preferably from Insurance domain background.
• Experience in Insurance domain, preferably in Property & Casualty.
• Should have understanding and experience of software development best practices.
• Excellent business communication skills
• Excellent leadership skills
• Prior Client facing experience
• Experience with tools like Service-now, JIRA, soap-ui, eclipse IDE, SVN, Jenkins.
• Understand service management and change management activities, along with SLAa and estimator tools.
• Should have worked on incident management and problem management.

To qualify for the role, you must have

• Guidewire CC Config
• Gosu Scripting, UI & Data Models
• Core Java, J2EE, XML, Web Services (SOAP/REST), ANT
• SQL, Spring, Hibernate, Castor, any Enterprise Messaging System
• Tomcat and or Web sphere/WebLogic.

Certification:

• Guidewire CC (Good to have)
• ITIL certification (Good to have)

What we offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We’ll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you : We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership : We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.