Senior Consultant | ServiceNow BA | Mumbai | ServiceNow

Job description

Job requisition ID :: 108690 Date: Jul 15, 2026 Location: Mumbai Designation: Senior Consultant Entity: Deloitte Touche Tohmatsu India LLP **Senior Consultant | ServiceNow BA | Mumbai** - **Job Requisition ID****:108690** - **Location:** Mumbai - **Entity:** Deloitte **The Team** Enterprise technology is a critical enabler of business transformation, operational excellence, and innovation. The Corporate Applications team is responsible for delivering scalable and efficient ServiceNow solutions that enhance business processes, automate workflows, and improve user experiences across the organization. **Your Work Profile** As a ServiceNow Senior Developer, you will be responsible for designing, developing, implementing, and supporting ServiceNow platform capabilities across multiple modules. You will collaborate closely with business stakeholders, architects, and technology teams to deliver high-quality solutions that align with organizational objectives and industry best practices. This role requires strong technical expertise in ServiceNow development, integrations, platform administration, automation, and application customization. The successful candidate will be capable of independently driving technical solutions while ensuring platform stability, scalability, and governance. **Key Responsibilities** - Design, develop, and implement enhancements and defect fixes within the ServiceNow platform. - Deliver projects and enhancements in accordance with approved conceptual designs, architecture standards, and technical documentation. - Act as the primary technical resource on projects and translate business requirements into robust technical solutions. - Collaborate with business and IT stakeholders to ensure solutions meet defined business objectives and acceptance criteria. - Perform administration, development, maintenance, and third-level support activities for ServiceNow. - Build and maintain Service Catalogs, workflows, orchestration processes, and automated service offerings. - Develop and maintain client scripts, business rules, UI policies, widgets, and platform customizations using JavaScript. - Troubleshoot and resolve application, integration, and platform-related issues. - Ensure adherence to ServiceNow development standards, best practices, and governance frameworks. - Follow organizational Change Management processes to maintain stability across development, test, and production environments. - Anticipate future requirements and proactively identify opportunities for platform improvements. - Develop and maintain technical documentation, solution designs, and process documentation. - Support application enhancement planning, testing, deployment, and post-production activities. - Participate in platform upgrades, regression testing, and release management activities. - Contribute to continuous improvement initiatives and knowledge-sharing within the development team. **Key Skills Required** - Gather, analyze, and document business requirements to support the growth and optimization of a multi-instance ServiceNow environment. - Partner with global business stakeholders to identify business needs and translate them into actionable ServiceNow solutions. - Lead Agile processes, including backlog management, sprint planning, prioritization, and release coordination across ServiceNow initiatives. - Own and manage ServiceNow support and enhancement activities ("Business as Usual"), ensuring timely resolution of issues and delivery of continuous improvements. - Act as the primary liaison between business stakeholders, ServiceNow COE, developers, and support teams. - Facilitate workshops, requirement-gathering sessions, and stakeholder discussions to define project scope and business objectives. - Create and maintain detailed user stories, epics, and scrum tasks with clearly defined acceptance criteria for development teams. - Manage and communicate ServiceNow sprint schedules, release calendars, project status updates, and performance metrics to stakeholders and leadership teams. - Analyze existing ITSM processes and conduct gap assessments against industry best practices, including ITIL and Lean frameworks. - Collaborate with process owners and request owners to define, design, and improve ServiceNow request workflows and self-service capabilities. - Ensure business requirements are aligned with organizational objectives, governance standards, and ServiceNow platform capabilities. - Support User Acceptance Testing (UAT), validate delivered solutions, and obtain stakeholder sign-offs. - Monitor enhancement requests, defects, and incidents to ensure timely prioritization and resolution. - Work directly with end users to investigate, troubleshoot, and resolve escalated ServiceNow issues and application defects. - Drive process standardization, automation, and continuous improvement initiatives across IT Service Management functions. - Develop and maintain functional documentation, process flows, business requirement documents (BRDs), and knowledge articles. - Provide reporting, insights, and recommendations to leadership teams regarding ServiceNow platform utilization and process performance. - Ensure effective stakeholder communication and change management throughout project and enhancement lifecycles. **Technical Experience** - Total Years of Experience : 7-10 - Relevant ServiceNow Experience – 7-8 year experience - Determine and define business needs and global requirements to develop and continue the growth of a multi-instance ServiceNow environment with primary focus on the agile process. - A proven track record in SN agile management, ideally with a strong background in delivering strategic ServiceNow IT Service management solutions. - Owns the support and enhancement process (known as "business as usual") for ServiceNow COE and working closely with business stakeholders. - Manages and communicates ServiceNow rel