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. Responsibilities include developing solutions, managing a multi-disciplinary team, and collaborating with EY’s AI & Data team to define and deliver comprehensive AI strategies.

Responsibilities

• Develop solutions to complex problems, recommend changes to policies, and establish procedures impacting the work area.
• Select methods, techniques, and evaluation criteria to obtain results.
• Provide direction and feedback to team members to ensure successful task completion.
• Engage with external clients in regular working sessions and lead workstreams from planning through execution and closure.
• Manage and mentor a multi-disciplinary team of 5-10+ resources, including offshore resources.
• Build and foster client relationships and demonstrate the value of EY services.
• Exercise excellent business acumen and make fact-based decisions to resolve conflicts.
• Guide and provide industry-leading practice expertise for ServiceNow AI capabilities such as NOW Assist, Moveworks, AI Control Tower implementations.
• Configure AI Search capabilities within the ServiceNow platform, customise search relevance, and integrate with knowledge management systems.
• Deploy and manage NOW Assist Skills Kit, design, train, and optimise AI-powered virtual agents for tailored user experiences.
• Deploy and integrate Moveworks for automated ticket resolution, leveraging conversational AI and workflow automation across enterprise environments.
• Implement Retrieval-Augmented Generation (RAG) techniques for enhanced information retrieval and contextual AI outputs.
• Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter experts.
• Support pre-sales efforts including creating proposals and estimates.
• Create high-quality deliverables and project artifacts.

Skills and attributes for success

• Act as an engagement or workstream lead across all aspects of a ServiceNow AI project and solution delivery including design, configuration/development, testing, and deployment phases.
• Manage and mentor a multi-disciplinary team of 5-10+ resources, including offshore resources.
• Build and foster client relationships and demonstrate the value of EY services.
• Exercise excellent business acumen with the ability to make fact-based decisions and resolve conflicts.
• Guide and provide industry-leading practice expertise for ServiceNow AI capabilities such as NOW Assist, Moveworks, AI Control Tower implementations.
• Configure AI Search capabilities within the ServiceNow platform, customise search relevance, and integrate with knowledge management systems.
• Deploy and manage NOW Assist Skills Kit, design, train, and optimise AI-powered virtual agents for tailored user experiences.
• Deploy and integrate Moveworks for automated ticket resolution, leveraging conversational AI and workflow automation across enterprise environments.
• Implement Retrieval-Augmented Generation (RAG) techniques for enhanced information retrieval and contextual AI outputs.
• Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter experts.
• Support pre-sales efforts including creating proposals and estimates.
• Create high-quality deliverables and project artifacts.

Prior experience

• A minimum of 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.

Qualifications

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, 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.

What we offer you

• A comprehensive compensation and benefits package including base salary ranging from $142,600 to $261,500 in the US and $171,200 to $297,200 in the New York City Metro Area, Washington State, and California (excluding Sacramento).
• A flexible vacation policy where you decide how much vacation time you need based on your 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.