ServiceNow - ServiceNow AI Architect Manager - Tech Con - Open Location

About the role

The role involves leading ServiceNow Transformation teams in a rapidly growing area of the business, focusing on AI-driven transformation across user experience, agentic workflows, and robust AI governance frameworks. You will collaborate with EY’s AI & Data (AI&D) team to define and deliver comprehensive, end-to-end AI strategies that address complex business challenges and unlock new opportunities for growth.

Responsibilities

• Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area.
• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• Provide direction and feedback to team members, ensuring successful task completion.
• Lead the build and deployment of AI-native solutions, partnering with EY’s AI & Data (AI&D) team to define and deliver comprehensive, end-to-end AI strategies.
• Manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources (e.g., consultants, developers, and testers).
• Build and foster client relationships and demonstrate the value of EY services.
• Provide guidance and industry leading practice expertise for ServiceNow AI capabilities such as NOW Assist, Moveworks, AI Control Tower implementations, including how specific business objectives can be met through process and AI driven transformation.
• Hands-on experience configuring AI Search capabilities within the ServiceNow platform, customising search relevance and integrating with knowledge management systems.
• Expertise in deploying and managing NOW Assist Skills Kit, including designing, training, and optimising AI-powered virtual agents for tailored user experiences.
• Proven ability to configure and integrate Moveworks for automated ticket resolution, leveraging conversational AI and workflow automation across enterprise environments.
• Strong foundation in prompt engineering, including crafting effective prompts for large language models (LLMs) and optimising AI responses for business context.
• Demonstrated experience integrating and orchestrating multiple LLMs to enhance solution accuracy, flexibility, and scalability within ServiceNow workflows.
• Practical knowledge in implementing Retrieval-Augmented Generation (RAG) techniques for improved information retrieval and contextual AI outputs.
• Familiarity with foundational AI and data architecture concepts, including Model Context Protocol (MCP) and Agent-to-Agent (A2A) protocols for secure and efficient system integrations.
• Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs.
• Ability to support pre-sales efforts including creating proposals and estimates.
• Ability to create high quality deliverables and project artifacts.

Qualifications

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• No less than 2 - 5 years of relevant ServiceNow NOW Assist implementation experience.
• Experience implementing ServiceNow’s AI solutions (Now Assist, Agentic, or AI Control Tower).
• Minimum of 1 of the following ServiceNow certifications:
• Suite Certification – NOW Assist for ITSM
• Suite Certification – NOW Assist for HRSD
• Suite Certification – NOW Assist for CSM
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams and supervising others.
• A driver’s license valid in the U.S.
• Ability to travel to meet client needs.

What we look for

We seek individuals who are not only technically proficient but also possess the qualities of emotional agility, digital fluency, and commercial acumen. Top performers demonstrate the ability to build trust and value with clients while leading teams through change and innovation.

What we offer you

• A comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business.
• A flexible vacation policy where you’ll decide how much vacation time you need based on your own personal circumstances.
• Under our flexible vacation policy, you’ll be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.