HR SSC ServiceNow Solution Consultant

April 4, 2021
Jacksonville, FL
Job Type


Line of Service: Internal Firm Services
Specialty/Competency: IFS - Human Capital (HC)
Industry/Sector: Not Applicable
Time Type: Full time
Government Clearance Required: No
Available for Work Sponsorship: No
Travel Requirements: Up to 20%

A career in our Human Resources, within Internal Firm Services, will provide you with the opportunity to make a difference at PwC by helping to fully leverage the skills and talents of all our people. You’ll focus on helping the local offices in driving the Firm’s people strategy, creating a unique people experience for each individual, and supporting our Firm wide values by working with the core competencies that measure and drive individual and Firm wide success in the marketplace. Our Human Resources teams support initiatives and programmes including, customer support, business operations, data and analytics, technology systems, recruitment services and on-boarding, workforce mobility, contingent workforce, and people and programmes support.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

  • Develop new skills outside of comfort zone.
  • Act to resolve issues which prevent the team working effectively.
  • Coach others, recognise their strengths, and encourage them to take ownership of their personal development.
  • Analyse complex ideas or proposals and build a range of meaningful recommendations.
  • Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.
  • Address sub-standard work or work that does not meet firm's/client's expectations.
  • Use data and insights to inform conclusions and support decision-making.
  • Develop a point of view on key global trends, and how they impact clients.
  • Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
  • Simplify complex messages, highlighting and summarising key points.
  • Uphold the firm's code of ethics and business conduct.

The HR Shared Services Center delivers transactional and strategic support across the entire human capital lifecycle. We are trusted advisors who deliver innovative and scalable human capital solutions. The team consists of 7 functional teams primarily based in Tampa, FL. The People Technology Team manages strategic projects and provides operational support for 25+ US & Mexico Human Capital systems, including technology implementation, optimization, data integrity and security,

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
High School Diploma

Minimum Years of Experience:
4 year(s)

Preferred Qualifications:

Degree Preferred:
Bachelor Degree

Preferred Knowledge/Skills:

Demonstrates extensive abilities and/or a proven record of success in the following areas:

  • Using knowledge of Human Capital processes & procedures, as well as HC systems including Workday and HR Service Delivery;

  • Coordinating between the business users, the software vendor and Information Technology (IT), and other groups using an Agile/Scrum methodology to integrate, enhance, and implement new systems and provide recommended solutions which meet the needs of the business;

  • Understanding vendor platform technology, including both the possibilities and limitations within the technology;

  • Performing day to day configuration within a technology platform including but not limited to workflows, catalogue items, scripts and service portal within ServiceNow;

  • Experience working with web technologies (HTML, CSS, JavaScript, AngularJS, XML, SOAP, REST, Jelly, etc.)

  • Troubleshooting and quickly remediating issue escalations and break-fixes, including coordinating with internal and external parties whose assistance may be required;

  • Exhibiting the willingness and ability to secure appropriate ServiceNow certifications required to support, maintain and configure system;

  • Identifying and recommending improvements that will enhance the efficiency of systems, data integrity, and/or level of customer support;

  • Collaborating with vendors and other clients of vendors on future design releases that benefit the Firm and the business including networking, staying current on future release functionality, and participating in user forums to provide feedback and build consensus with other clients;

  • Leveraging a curious mind to challenge the status quo and promote the art of the possible;

  • Identifying and creatively solving problems;

  • Recognizing and identifying unnecessary and duplicate work, executing process improvements accordingly;

  • Providing recommendations for areas where centralization or alternative delivery methods could be utilized;

  • Providing metrics and trends on repeatable system, process and client issues and develop a strategy on how problems can be eliminated and resolved;

  • Developing and maintaining vendor relationships by leveraging vendor management and networking skills;

  • Executing technology strategy during implementations, use, and support of human capital systems, specifically HR Service Delivery;

  • Creating & maintaining accurate documentation of business processes and standard operating procedures (SOPs), process maps, Frequently Asked Questions (FAQs) & Quick Reference Cards (QRCs);

  • Providing ongoing recognition, feedback, and development, holding staff accountable for success;

  • Fostering a trusting, collaborative, and flexible working environment; as well as comfort working in a virtual setting;

  • Applying independent judgment to address difficult team issues and develop appropriate solution;

  • Utilizing Excel and Access in complex analysis (e.g. pivot tables, v-lookups, forms, queries, etc.);

  • Possessing working knowledge in technologies such as Alteryx, Google scripting, UI Path, and data visualization tools preferred; and,

  • Using proven project management skills to be successful.

All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.

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