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ServiceNow Technology Lead - ITSM

Auckland Job No. 11488983 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 ITSM Lead at Accenture, you will lead our team in designing, implementing, and enhancing IT Service Management (ITSM) solutions using the ServiceNow platform. With your advanced expertise in ServiceNow ITSM modules and industry insights, you will guide clients through optimizing service delivery, improving efficiency, and fostering innovation. Your role necessitates a blend of technical acumen, process leadership, and exceptional communication skills to bridge technology and service excellence effectively. 


Key Responsibilities: 

  • Collaborate closely with clients to assess current IT service operations, identify pain points, and devise effective ITSM strategies using the ServiceNow platform. 

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

  • Direct the configuration and customization of ServiceNow ITSM modules to align with clients' specific service management requirements. 

  • Oversee the creation and improvement of incident, problem, change, and request management processes to enhance service delivery. 

  • Foster and maintain strong relationships with client stakeholders, acting as a trusted advisor on ServiceNow ITSM matters. 

  • Develop comprehensive change management strategies to ensure smooth transitions to new ITSM processes and technologies. 

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

  • Provide expert guidance to technical teams, fostering collaboration and knowledge-sharing for successful ITSM implementations. 

  • Mentor and develop team members, supporting their professional growth and skill development. 



  • Extensive experience (5+ years) as a ServiceNow ITSM Lead, IT Service Manager, or similar role, focused on implementing ServiceNow ITSM solutions. 

  • Profound understanding of ServiceNow ITSM modules, including Incident Management, Problem Management, Change Management, and Service Catalog. 

  • ServiceNow ITSM and ITIL certifications are highly advantageous. 

  • Strong grasp of IT service management methodologies and industry best practices. 

  • Demonstrated history in client-facing positions, navigating complex client environments with confidence. 

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

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