Service Representative 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)

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.

Your key responsibilities

• You are responsible to provide leadership, functional knowledge and configuration skills to build EY Proprietary applications on top of SAP products.
• Responsible to deliver in a hybrid systems environment – primarily SAP On-Prem products, SAP Cloud Platform and SAP Cloud products.
• Responsible to deliver in the Agile process as part of a stable team.
• You are also expected to engage with partners and service providers to clarify any open operational or technical questions, reporting to the EY CT SAP Domain product management function.

Skills and attributes for success

Ideally, a Person with 3+ years of experience in SAP FI/CO and knowledge/experience in S/4HANA Public Cloud Finance having expertise in Implementations, Rollout, Upgrade and Support Projects in SAP ECC and SAP S/4HANA. You will also be:

• A team player with strong analytical, communication and interpersonal skills
• Constantly updating yourself about new offerings from SAP as well as market conditions
• A winning personality and the ability to become a trusted advisor to the stakeholders

To qualify for the role, you must have

• Experience in requirements gathering, User Story creation and grooming, blueprint preparation, system configuration, testing, cutover, Go-live and operations.
• Work experience in relevant SAP Financial Services consulting services engagements or business environments
• Strong work experience in SAP FI/CO, S/4HANA Private Cloud - Finance and SAP S/4HANA Public Cloud - Finance through multiple E2E implementations
• Strong experience in SAP New GL, AR, AP, AA, Basic CO, Banking, BCM, and FSCM
• Understanding of integration points with the SD, MM, and FI/CO modules
• Experience in Banking and Cash Management
• Cost Center, Profit Center, Investment Management, Internal Order Accounting experience
• Product Cost Planning, Budget Planning and Forecasting experience
• Financial Planning and Analysis
• Accounting and Financial Close
• Data Migration with Migration Cockpit
• Financial Operations
• Education: Accounting and Finance (MBA/M. Com/CA/ICWA) or Engineering

Ideally, you’ll also have

• Knowledge of SAP technologies for both On-Prem and Cloud offerings from SAP
• Understanding of application integration potential across SAP offerings
• Knowledge of SAP Industry Solutions
• Education in business management will be helpful

What we look for

• Strong teamwork, work ethic, product mindset, client centricity and a relentless commitment to EY values.

We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions. Plus, we offer:

• Support, coaching and feedback from some of the most engaging colleagues around
• Opportunities to develop new skills and progress your career
• The freedom and flexibility to handle your role in a way that’s right for you

The Service Delivery Center is made up of high-performing, US-based resources who work closely with our experienced professionals to deliver project-based work and managed services to our federal clients. The Service Delivery Center is a core component of the Government & Public Sector practice (GPS). This position supports the Assurance team by directing and managing Assurance work. This position will provide day-to-day management of Associate Analyst I through Senior Analyst (Analysts) ranks.

Your key responsibilities

• Provide management, supervision and evaluation of Senior Analysts, Analysts and Associate Analysts
• Manage the administration of audit reporting and documentation
• Identify potential audit issues or unusual relationships from analysis of financial statements and raise the issue to the engagement senior manager for resolution
• Apply accounting and auditing concepts to client situations
• Complete and/or oversee documentation and execution of specific audit procedures
• Identify opportunities to enhance audit techniques and provide recommendation to the engagement senior manager
• Drive development of audit and accounting client deliverables
• Perform financial and audit data analytics
• Monitor project scope and schedule and the progress of client engagement deliverables.
• Develop and maintain relationships with stakeholders across other EY functional groups
• Meet engagement project expectations defined by project and engagement stakeholders
• Identify, communicate and address project risks, assumptions and constraints
• Direct field work, inform supervisors of the engagement status and manage Analyst performance
• Manage resources, communications, and cost management of projects/programs
• Assume responsibility for the collection and documentation of project and engagement financial, accounting and audit related information for daily, weekly, monthly and ad hoc reporting, as directed
• Assume responsibility for the completion and delivery of engagement specific work products and deliverables
• Direct, review and analyze the work of Associate Analyst I through Senior Analyst ranks
• Communicate the progress of the assigned tasks on a period basis to the senior manager
• Communicate with the client in connection with executing audit procedures, as necessary

Skills and attributes for success

• Intellectual curiosity and strong sense of professional skepticism
• Ability to quickly grasp complex processes involving multiple stakeholders and information systems
• Effective teaming and collaboration with individuals from a variety of backgrounds and skillsets

To qualify for the role, you must have

• Bachelor's degree
• CPA
• United States citizenship; and must be able to obtain and maintain a secret clearance or higher
• Five (5) or more years of relevant experience, including at least 3 years' experience with Federal financial, accounting or audit related work
• Proven people management experience and ability to manage large teams in a metrics-driven, managed services environment, supporting nationally distributed teams and clients
• Excellent communication, facilitation and presentation skills demonstrated through effective writing and presentations to clients and internal stakeholders
• Ability to meet all project and client engagement milestones, deadlines and budgets
• Ability to monitor the scope of projects and engagements and ability to determine if adjustments are required
• Excellent analytical and problem-solving skills
• Effectively work with a nationally distributed team
• Excellent skills within MS Office (Word, Excel, PowerPoint, SharePoint)
• Ability to meet tight deadlines and following up on open issues
• Excellent English language skills ' both written and verbal
• Flexibility to travel up to 20%

Ideally, you'll also have

• Ability to obtain other certifications as may be required by federal regulations

Work as part of the Business Applications Team (Microsoft Dynamics & Power Platform) delivering project based work and managed services to our clients. You will work as part of a project team and will be responsible for various activities, including but not limited to design, build/configuration, testing, analysis, delivery and support of Dynamics & Power Platform solutions. This position is fast-paced and ever-changing, which means you’ll need to be a flexible self-starter and be able to manage changing priorities and learning new and rapidly changing technology solutions.

As part of your training we’ll help you to develop your technical and soft business skills to support your career, so you can learn emerging technology and be empowered to jump right in. You’re likely to balance your time among different Dynamics & Power Platform solutions and other immersive technologies such as the Azure cloud, robotics, machine learning and blockchain. As part of that, you’ll need to be a logical thinker and have an active passion for learning and being challenged.

Essential Functions of the Job:

• Assist in the design, development, and testing of Microsoft Dynamics 365 & Power Platform solutions and their deployment.

• Develop and enhance Plug-ins to extend the functionality of Dynamics 365 applications.

• Participate in code reviews and adhere to best practices in software development

• Work on configurations such as creating entities, forms, workflows, business rules, dashboards and reports.

• Create, Update and maintain Model Driven Apps, Canvas App, Power Automate flows and Power Pages.

• Conduct unit tests and analyze results to confirm that developed code meets requirements

• Develop specifications and design documents Based upon client requirements and translate them into technical specifications.

• Based on the created specifications and design documents create use cases and business process flows

• Document completed configuration following agile build

• Lead teams according to the assigned development feature

• Provide feedback to team members on the requirement specifications and design documents

• Review configurations and builds for completeness and accuracy to design

• Capture and review mapping documents related to data integration and migration efforts

• Perform data related activities such as export, import, transformation, deduplication and cleansing

• Support integration and data migration development and testing efforts

• Support user acceptance testing thru the identification and resolution of identified defects

• Support deployment of solutions to client’s pre-production environments

• Develop training and communications materials to drive user adoption

• Assist in identifying, investigating, and resolving users’ problems with deployed solutions

• Fielding support request through various methods such as calls, chat, email, and/or other communication from users with inquiries regarding use of deployed solutions

• Guiding users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions

• Collaborates with programmers to explain errors and/or recommend modifications in programs

• Mentoring Associate Analysts and Analysts on the above responsibilities

• Support the Managers and Senior Managers in upward stakeholder management and day-to-day management of the Dynamics Competency within the Service Delivery Center

Knowledge and Skills Requirements:

• Stay abreast of current business, technology and industry trends relevant to the client's business process management needs

• Experience in software configuration, development, workflow and process design, analysis and quality assurance

• Understanding of release management processes and experience with DevOps pipelines.

• Knowledge of C#, .NET and JavaScript for customizing Dynamics 365 Forms and extending functionality.

• Experience with Microsoft Dynamics 365, Power Platform or CRM solutions and cloud-based technologies (Azure).

• Familiarity with CSS to create and enhance custom user interfaces and improve the user experience.

• Analytical thinking and aptitude to learn and adapt latest technologies and best industry standards and practices

• Experience with implementing technology solutions using Agile and Waterfall methodologies

• Experience with analyzing and solving problems of a complex nature and working with business, management and technology concepts

• Knowledge of project management, teaming, organizational, analytical and problem-solving skills a plus

• Experience working in a shared services function and environment a plus

Supervision Responsibilities:

• Senior Analysts are designated to be a Counselor for three to five Staff/Analyst level employees within three years of entering the Senior Analyst rank. The Counselor role is responsible for managing an employee’s career development, skills development and performance management.

Other Requirements:

• Willingness and ability to travel up to 20% of the time

• Valid US Passport

Job Requirements:

• Bachelor’s degree in Computer Science, Management Information Systems or other technical field of study

• Minimum of 3 years of experience as a member of a technology team participating in one or many of the technology life cycle phases; could include requirements definition, architecture design, conversion and testing

Certification Requirements:

• Candidates are preferred with one or more of the following:

• Microsoft Power Platform Fundamentals, Exam PL-900

• Microsoft Power Platform Functional Consultant, PL-200

• Microsoft Power Platform Developer Associate, PL-400

• Power Automate RPA Developer Associate, Exam PL-500

This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management.