At PwC, our people in talent and development focus on finding, deploying, training and enabling talent through talent identification and enhancing employee skills and knowledge, fostering a culture of continuous learning and professional growth. These individuals collaborate with subject matter specialists and project teams to strategize effective ways to locate, assess, educate and train employees, in line with market developments and firm strategy. As a learning and development generalist at PwC, you will focus on designing and delivering innovative training programmes to enhance employee skills and knowledge. You will play a crucial role in fostering a culture of continuous learning and professional growth within the organisation.

Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.
• ServiceNow trainer plays a critical role in developing training and knowledge-sharing initiatives to increase adoption and optimize the use of ServiceNow capabilities.
  
  

Key Responsibilities

• Serve as a ServiceNow authorized product trainer, providing high-quality training sessions to users.
• Must have experience in conducting ServiceNow fundamentals training
• Must have experience in conducting Advanced ServiceNow training (Deep level Service Now Platform concepts , Basic to Advanced Service Now scripting)
• Must have hands on experience working on at least 2 to 3 modules out of the following: IT Service Management, IT Operations Management (CMDB Discovery), IT Asset Management, HR Service Delivery, Service Portfolio Management, SecOps (Threat, Vulnerability response, SIR), Customer Service Management.
• Design, create, edit, and publish engaging learning content in various formats to facilitate the adoption of new and enhanced ServiceNow capabilities.
• Develop and maintain knowledge content within the ServiceNow knowledge base for easy consumption by end users.
• Support operations and maintenance (O&M), development, modernization, and enhancements (DME) of ServiceNow modules, including SecOps, IRM, and CAM.
• Collaborate with cross-functional teams to integrate enterprise tools and cloud services (e.g., AWS, Azure, Salesforce) into the ServiceNow environment.
• Ensure training aligns with Agile methodologies and best practices in ServiceNow configuration and usage.
• Contribute to maintaining the platform's Authority to Operate (ATO) by ensuring compliance and effective knowledge sharing.
• Deliver performance-based outcomes focused on ServiceNow best practices, resiliency, and user adoption.
  
  

 

Qualifications

• ServiceNow Expertise: Current experience and deep understanding of the ServiceNow platform, including associated modules and capabilities.
• Training Experience: Proven ability to create and deliver effective training content tailored to diverse audiences.
• Content Development: Demonstrated experience in developing learning materials and publishing knowledge content to enhance user engagement and platform adoption.
• Certifications: ServiceNow authorized product trainer (required)
• Knowledge Management: Proficiency in building and maintaining knowledge bases within the ServiceNow platform.
  
  

Preferred Skills

• Familiarity with Agile practices and methodologies.
• Knowledge of integrating enterprise tools and cloud services with the ServiceNow platform.
• Strong communication and collaboration skills to engage with technical and non-technical stakeholders.