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

About the role

The ServiceNow AI Architect Manager role at EY involves leading ServiceNow Transformation teams in a rapidly growing area of the business. You will spearhead EY’s AI thought leadership, shaping our strategic point of view and driving innovation through the design and development of cutting-edge solutions and assets.

Responsibilities

• Lead the build and deployment of AI-native solutions
• Partner with EY’s AI & Data (AI&D) team to define and deliver comprehensive, end-to-end AI strategies
• Collaborate closely with external clients to enable AI-driven transformation across user experience, agentic workflows, and robust AI governance frameworks
• Engage regularly with external clients, actively participating in working sessions and leading workstreams from planning through execution and closure
• Manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources
• Develop solutions to complex problems, recommend changes to policies, and establish 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

Requirements

Typically, no less than 2 - 5 years of relevant ServiceNow NOW Assist implementation experience

Minimum of 1 of the following ServiceNow certifications: Suite Certification – NOW Assist for ITSMSuite Certification – NOW Assist for HRSDSuite 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

Proven ability to configure 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

Strong foundation in prompt engineering, including crafting effective prompts for large language models (LLMs) and optimising AI responses for business context

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

Demonstrated experience integrating and orchestrating multiple LLMs to enhance solution accuracy, flexibility, and scalability within ServiceNow workflows

Experience leading client process and design sessions and facilitating 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

Experience in 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

Prior experience implementing Moveworks capabilities is highly desired

Skills

• Leading ServiceNow Transformation teams
• Collaborating with external clients
• Managing and mentoring a multi-disciplinary team
• Engaging with external clients
• Developing solutions to complex problems
• Providing direction and feedback to team members
• Leading client process and design sessions
• Facilitating requirements workshops
• Configuring AI Search capabilities within the ServiceNow platform
• Deploying and managing NOW Assist Skills Kit
• Implementing Retrieval-Augmented Generation (RAG) techniques
• Integrating and orchestrating multiple LLMs
• Leading client process and design sessions
• Creating proposals and estimates
• Creating high quality deliverables and project artifacts

Benefits

Comprehensive compensation and benefits package including medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options

Pay

Base salary range for this job in all geographic locations in the US is $142,600 to $261,500

Base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $171,200 to $297,200

Schedule

Flexible vacation policy with the option to decide how much vacation time you need based on your personal circumstances

Designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your well-being