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ServiceNow Technology Lead - ITOM

Auckland Job No. 11478879 Full-time

Job Description

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 738,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Learn more about how we are measuring value in all directions with Accenture's 360 degree Value Integrated Reporting.

Join a pioneering force in digital transformation – Accenture's ServiceNow Business Group 

As one of only 5 Global Strategic Partners with ServiceNow, we empower diverse clients to conquer challenges and unleash their full potential, and then some. Across ANZ, we fuse innovation and cutting-edge tech to deliver seamless, interactive experiences that exceed expectations. Our unique approach thrives on passion and purpose, nurturing employee ideas from conception to real-world solutions.  


Your impact resonates globally, and we nurture your growth through training and certifications. Ready to shape a meaningful career? Join us today. 


What will you do? 

As a ServiceNow ITOM Lead at Accenture, you will spearhead our dynamic team, driving the design, implementation, and optimization of IT Operations Management (ITOM) solutions using the ServiceNow platform. Leveraging your advanced proficiency in ServiceNow ITOM modules and your deep industry insight, you will guide clients through operational transformations, enhancing efficiency, and fostering innovation. Your role demands a blend of technical prowess, process leadership, and exceptional communication skills to bridge technology and operational excellence effectively. 


Key Responsibilities: 

  • Collaborate with clients to assess IT operations, identify pain points, and strategize effective ITOM solutions using the ServiceNow platform. 

  • Lead the development of ITOM roadmaps aligned with clients' business objectives, ensuring optimal utilization of ServiceNow capabilities. 

  • Direct the configuration and customization of ServiceNow ITOM modules to align with clients' IT operational requirements. 

  • Oversee the creation and enhancement of event management, discovery, service mapping, and other ITOM components to streamline processes. 

  • Build and nurture strong relationships with client stakeholders, serving as a trusted advisor on ServiceNow ITOM matters. 

  • Develop change management strategies to ensure seamless transitions to new ITOM processes and technologies. 

  • Lead training sessions and workshops, fostering end-users' effective adoption of the implemented ITOM solutions. 

  • Provide expert guidance to technical teams, promoting collaboration and knowledge-sharing to ensure successful ITOM implementations. 

  • Mentor and develop team members, fostering their growth and skill advancement. 



  • Extensive experience (5+ years) as an ITOM Lead, IT Operations Manager, or similar role, with a focus on implementing ServiceNow ITOM solutions. 

  • Deep understanding of ServiceNow ITOM modules, including Event Management, Discovery, Service Mapping, and Operational Intelligence. 

  • ServiceNow ITOM certifications are highly desirable. 

  • Proficiency in IT operations management methodologies and best practices. 

  • Proven track record in client-facing roles, with the ability to navigate complex client environments. 

  • Familiarity with project management methodologies, particularly Agile and ITIL practices. 

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