Americas Delivery Center ServiceNow - Technology Pod Lead

You Belong Here  

The Protiviti Career provides an opportunity to learn, inspire, and advance within a collaborative and inclusive culture. We hire curious individuals for whom learning is a passion. We lean into our mission: We Care. We Collaborate. We Deliver.  

At every level, we champion leaders who live our values of integrity, inclusion, innovation, and commitment to success. Imagining our work as a journey, we believe integrity guides our way, inclusion moves us forward together, innovation creates new destinations, and our commitment to success empowers us to deliver on our vision to be the most trusted global consulting firm. 

Where We Need You 

The Protiviti Americas Delivery Center is seeking a Pod Lead (Manager) to join our growing technology competency. Embracing Protiviti’s vision of “Bringing Confidence to a Dynamic World,” the Americas Delivery Center (ADC) provides cost-effective, tech-enabled, and standardized services at scale, to drive efficiency into our service delivery processes in support of our global clients. 

What You Can Expect 

As part of Protiviti’s ADC team, you will oversee a team of analysts and senior analysts through multiple projects to ensure quality and efficiency. Our delivery center team collaborates to complete projects and assignments in support of Protiviti’s Solution offerings – Technology, Risk and Compliance, Internal Audit & Financial Advisory, and Business Performance Improvement. The site capabilities may include research, development, maintenance, testing, validation, reporting, and other activities based on business needs.    

What Will Help You Be Successful 

• You enjoy contributing to operational excellence, working collaboratively and/or leading various teams and projects, ensuring high satisfaction for our clients and stakeholder teams.  

• You are motivated to learn and are interested in all things related to technology, including the latest trends and developments.  

• You enjoy collaborating with teammates from diverse backgrounds to create exceptional outcomes. 

• You are highly organized and have familiarity with project management concepts. 

• You value serving as a mentor to others and promoting a positive team culture that fosters open communication among all members.  

• You create growth opportunities and directly oversee the development of others. 

• You have the ability to be innovative and come up with solutions for problems. 

• You are adaptable and enjoy working on a variety of projects and tasks. 

Do Your Talents Include the Following? 

• Demonstrated experience with: 

• Experience building ServiceNow reports and dashboards. 

• In depth understanding of ServiceNow Workflows, Business Rules, Integration HUB and REST APIs 

• Knowledge of web-based protocols and standards (HTML, CSS, JSON, SOAP, REST, XML)Leading and implementing key initiatives for multiple teams of varying size and complexity.  

• Ensuring high quality delivery of project requirements and service levels throughout the project life cycle including: 

• Conducting project or team meetings, including project kickoff, and closing meetings. 

• Preparing and reviewing project deliverables and reports. 

• Performing job administration responsibilities, including status reports, budget to actuals, performance management activities, and performance evaluations for ADC project and delivery teams. 

• Ability to work collaboratively with many cross functional teams and stakeholders.  

• Experience working within an operationally driven or shared services environment. 

• Establishing and cultivating business relationships and a professional network, including with senior executives.  

• Leadership and direct supervisory experience of teams including conducting performance appraisals, mentoring, coaching, oversight and review of work, coordination across teams, and understanding how to motivate and create a positive culture through relationship building.  

Your Educational and Professional Qualifications 

• Bachelor’s degree from an accredited university in relevant academic area or equivalent relevant work experience. 

• 5+ years working in technology or related fields, either in professional services or industry. 

• 3 to 5 years of ServiceNow development for a large company utilizing ITSM, CMDB and SecOps Modules (SIR and VR) 

• Proficiency in Microsoft Office suite applications with specific emphasis on Teams, Outlook, Excel, Word, and PowerPoint. Preferred experience using relevant software/systems (JIRA, SQL, Python, PowerBI, Sharepoint, gSuite, Linux, and others as applicable)  

• Professional Certification such as PMP, Scrum Master, or advanced technical certifications are a plus.  

• Certified as ServiceNow – System Administrator (CSA) and/or Certified as ServiceNow – Application Developer (CAD) are a plus. 

Our Hybrid Workplace 

Protiviti employees work in a hybrid environment which means you will be required to work from the Americas Delivery Center in our Blue Ash, OH location and/or from a remote location such as your residence. Dependent on the engagement or project parameters, you may be required to work onsite at the ADC up to 100% of the time. Generally, it is expected that you will be available to be physically present at the required work location and that you will have access to reliable transportation.