ServiceNow Practice Operations Assistant (Remote, MEX, MX)

Req ID:395971

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a ServiceNow Practice Operations Assistant to join our team in Remote, México (MX-MEX), Mexico (MX).

Key Responsibilities

Staffing & Resource Support

• Maintain staffing and resource tracking spreadsheets.

• Track project assignments, expected start dates, end dates, and resource roll-offs.

• Help identify resources becoming available for new assignments.

• Maintain basic resource information including skills, certifications, location, assignment, and availability.

• Follow up with managers and team members when staffing information is missing or outdated.

• Assist practice leadership with preparation for staffing meetings.

Billability & Utilization Tracking

• Maintain utilization and billability spreadsheets.

• Update weekly actual and forecasted resource information.

• Identify resources who are below expected utilization or approaching the end of an assignment.

• Follow up on missing or inconsistent information.

• Prepare simple summaries for practice leadership.

• Escalate exceptions to the appropriate manager for review.

Onboarding & Offboarding

• Maintain onboarding and offboarding checklists.

• Coordinate new-resource activities such as system access, laptop/equipment requests, training, and project access.

• Track onboarding activities and follow up on incomplete items.

• Assist resources transitioning between projects.

• Coordinate administrative offboarding tasks when resources leave a project or the practice.

Employee Support & Escalations

• Assist team members experiencing routine IT, system-access, equipment, HR, or administrative issues.

• Help identify the appropriate support process or ticketing channel.

• Track open support tickets when they are affecting a team member's ability to work.

• Follow up with IT, HR, or other support organizations as appropriate.

• Escalate aging or urgent tickets to the appropriate management or support contact.

• Maintain discretion when handling employee or HR-related information.

Reporting & Administrative Support

• Maintain Excel trackers and recurring operational reports.

• Perform basic data cleanup and reconciliation.

• Prepare PowerPoint slides for staffing, operational, and practice meetings.

• Maintain shared files and practice documentation using Microsoft Teams, SharePoint, and OneDrive.

• Assist leadership with recurring reports, presentations, meeting preparation, and follow-up activities.

Required Technical Skills

Intermediate Microsoft Excel proficiency, including:

• XLOOKUP or VLOOKUP

• IF and IFERROR

• SUMIF / SUMIFS

• COUNTIF / COUNTIFS

• Basic date formulas

• Sorting and filtering

• Excel tables

• Conditional formatting

• PivotTables

• Basic charts

• Comparing information between worksheets

• Troubleshooting existing formulas

Microsoft PowerPoint

• Create and modify basic professional presentations.

• Update tables, charts, graphics, and existing presentation templates.

Microsoft 365

• Comfortable working with Outlook, Teams, SharePoint, and OneDrive.

Consulting Practice Knowledge

The candidate does not need to be a ServiceNow technical resource.

However, prior experience in an IT consulting, professional services, staffing, PMO, or technology organization is strongly preferred. The person should understand, or be able to quickly learn, basic concepts such as:

• Billable and non-billable time

• Utilization

• Project staffing

• Resource availability

• Bench

• Project assignments and roll-offs

• Timesheets

• Employees and contractors

• Onboarding and offboarding

• IT support tickets

• ServiceNow projects

• Client delivery versus internal activities

Required Experience & Qualifications

• Approximately 2–4 years of administrative, operations, PMO, staffing, or business support experience.

• Intermediate Excel skills.

• Basic to intermediate PowerPoint skills.

• Strong organizational and follow-up skills.

• High attention to detail.

• Comfortable maintaining multiple spreadsheets and trackers.

• Ability to work independently on recurring administrative activities.

• Comfortable communicating and following up with employees and managers.

• Experience in IT consulting or professional services preferred.

• Previous ServiceNow experience is helpful but not required.

Language & Location Requirements

• Fluent professional English is required, both written and spoken.

• Spanish/English bilingual capability preferred.

• Mexico-based or other near-shore location preferred.

• Must be available to work a schedule aligned with U.S. Eastern Time business hours.

Core Competencies

• Practice Administration

• Staffing Coordination

• Excel Reporting

• Billability & Utilization Tracking

• Onboarding & Offboarding

• IT/HR Ticket Follow-Up

• Data Accuracy

• Microsoft 365

• Organization & Follow-Up

• Professional English Communication

• Confidentiality

• Customer Service Mindset

Position Level

This position is intended as a junior-to-intermediate operational support role, approximately Grade 5–6, rather than a senior analyst, resource manager, or project manager position.

The successful candidate should be capable of independently maintaining established processes and identifying issues requiring attention, while escalating decisions involving staffing, HR, financial matters, or employee performance to the appropriate manager.

Executive Summary

The ServiceNow Practice Operations Assistant provides day-to-day administrative and operational support for a ServiceNow consulting practice. The position supports staffing, onboarding and offboarding, billability and utilization tracking, Excel-based reporting, and employee IT/HR ticket escalation.

The ideal candidate is an English-fluent, near-shore professional, preferably based in Mexico, who can work U.S. Eastern Time hours and has solid Excel skills combined with experience supporting an IT consulting or professional services organization.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, .

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