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ServiceNow and Onboarding Admin (Manager), Deloitte Global People

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Date Posted: Dec 22, 2020

Reference Code: 58628-en_US

Job Type: Permanent 
Primary Location: Toronto, Ontario, Canada 
All Available Locations: Toronto 


Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
Experience a firm where wellness matters.
Be expected to share your ideas and to make them a reality.



Do you thrive on developing creative and innovative insights to solve complex challenges? Want to work on next-generation, cuttingedge products and services that deliver outstanding value and that are global in vision and scope? Work with premier thought leaders in your field? Work for a world-class organization that provides an exceptional career experience with an inclusive and collaborative culture?


What will your typical day look like?



Service Now Administration:

  • Partner with People Technology Lead on ServiceNow HRSD implementation, performance and upgradation for talent processes
  • Collaborate with all People COEs on managing and addressing SLAs, tool best practices and process efficiencies. Assess effectiveness of the tool/processes, gather future requirements, identify opportunities and best practices
  • Monitor ServiceNow usage, manage case flows, process/system gaps, identify issues and recommend solutions to address gaps, and build business cases for future enhancements
  • Manage User Acceptance testing, trainings and change management for Talent COEs
  • Build and manage knowledge articles for various audience criteria in the system
  • Design reports and dashboard on ServiceNow usage, SLAs and other key process metrics to drive efficiencies
  • Develop custom reports for COEs as required
  • Create leadership level dashboard for regular report out and analysis



  • Manage end to end new hire compliance tracking and monitoring process
  • Create excel based reporting tool to track progress and send out notifications
  • Provide regular leadership reports to stakeholders adding insights and highlighted issues
  • Develop and monitor escalation process with various COE’s as necessary
  • Partner with technology team in the design and implementation of the Onboarding module in ServiceNow
  • Build and manage run state maintenance process for Onboarding post ServiceNow implementation


Other responsibilities:

  • Understand talent processes, data transactions, data management and other employee record management activities
  • Understand talent systems, data management, data integration and talent processes to be able to develop & support process solutions and drive technology implementation projects
  • Play a key role in supporting the HRT project end to end through requirement gathering, testing and operationalizing the technology implementation
  • Support technology integration through ongoing talent technology transformation activities
  • Consulting with technology (GTS) team on system integration issues and resolution
  • Support UAT testing for systems and reporting enhancement projects and quarterly system upgrades
  • Proactively identifying data gaps and help solution, mitigate risks, and highlight areas of opportunity to streamline and automate
  • Provide Adhoc support to data management projects and activities


About the team



Deloitte Global Culture:


At Deloitte, we expect results. Incredible—tangible—results. And Deloitte Global professionals play a unique role in delivering those results. We reach across disciplines and borders to serve our global organization. We are the engine of Deloitte. We develop and lead global strategies and provide programs and services that unite our network. In Deloitte Global, everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit in—with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out—with opportunities to have a strategic impact, innovate, and take the risks necessary to make your mark. Deloitte Global supports our talented professionals in answering the question: What impact will you make?


In Deloitte Global People (HR), we make an impact by supporting the talented people of Deloitte Global. We help professionals grow incredible careers, with a broad range of development, well-being, and engagement programs to enhance their career journeys. And we provide top-notch advisory support to partner with our business in ensuring that our people have the right skills and talents to deliver on our ambitious business priorities.


Enough about us, let’s talk about you



You are someone with:


  • Bachelor degree required; Advanced degree in Information Systems and/or HR degree a plus
  • 6 or more years’ related experience
  • HCM experience – SAP, SuccessFactors or Workday would be beneficial
  • Excel (Advanced skills with macros) and PowerPoint (Advanced)
  • Functional knowledge of ServiceNow HSRD module is mandatory (Open to other HR case management tools as well)
  • Project management skills/experience managing HR projects
  • Deep understanding of HR processes, HR case management, HR data and reporting
  • Experience in some type of data management and HR analytics role and desire to work and grow within Deloitte Global People (HR) organization
  • Comfortable working with multiple stakeholders and foster relationships
  • Keen on learning about each of our complex businesses and interacting with the clients
  • Exceptional business acumen (understanding of employee data in HR processes)
  • Possess analytical and problem-solving skills
  • Exceptional attention to detail
  • Excellent written and verbal communication skills
  • Self-starter with ability to take things to the next level
  • Innovate using design thinking concept
  • Ability to work mainly in teams, but also independently
  • Understand and anticipate business needs and deliver above expectations
  • Ability to organize work in a fluid and fast-moving environment
  • Impeccable judgment and professional maturity; demonstrated ability to advise on sensitive issues
  • High energy and a proactive approach
  • Excellent interpersonal skills
  • Experience in managing a team
  • Mentor and Coach Team Members on Process and Performance
  • Mentor individuals with performance issues as necessary and by providing guidance and sharing best practices
  • Ensure Process Standardization by designing Process Flows & SOP’s.
  • Excellent functional knowledge of ServiceNow HRSD module or any other HR case management tools like Salesforce
  • Ability to independently interact with internal stakeholders to understand requirement, assess complexity, define timelines and drive results.
  • Ability to work on multiple projects at the same time.


Why Deloitte?

Launch your career with The One Firm where you can make an impact that matters in a way that you never thought possible. With endless opportunities at every turn, and a culture built to support and develop our people to be the very best they can be, Deloitte is The One Firm for you to learn, grow, create, connect, and lead. We do this by making three commitments to you:

  • You will lead at every level: We grow the world’s best leaders so you can achieve the impact you seek, faster.
  • You can work your way: We give you the means to be flexible in how you need and want to work, and we have innovative spaces, arrangements and the mindset to help you be wildly successful.
  • You will feel included and inspired: We create a deep sense of belonging where you can bring your whole self to work.

The next step is yours

Sound like The One Firm. For You?

At Deloitte we are all about doing business inclusively – that starts with having diverse colleagues of all abilities!  We encourage you to connect with us at if you require an accommodation in the recruitment process, or need this job posting in an alternative format. We’d love to hear from you!

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.

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