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. It is a client-visible role where you will drive EY’s AI thought leadership, shaping strategic AI strategies and delivering innovative solutions. You will collaborate with clients to implement AI-driven transformations across various areas like user experience, agent workflows, and AI governance.

Responsibilities

• Develop solutions to complex problems, recommend changes to policies, and establish procedures impacting your work area.
• Select methods, techniques, and evaluation criteria to obtain results.
• Provide direction and feedback to team members to ensure successful task completion.

Requirements

• 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 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 and integrate AI Search capabilities within the ServiceNow platform, customizing search relevance and integrating with knowledge management systems.
• Deploy and manage NOW Assist Skills Kit, designing, training, and optimizing AI-powered virtual agents for tailored user experiences.
• Deploy 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, facilitating requirements workshops with functional and/or business process area subject matter experts.
• Support pre-sales efforts including creating proposals and estimates.
• Lead teams and supervise others.

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.

Preferred Qualifications

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Prior experience implementing Moveworks capabilities.

Benefits

To qualify for the role, you must have a bachelor's degree, typically no less than 2 - 5 years of relevant ServiceNow NOW Assist implementation experience, and experience implementing ServiceNow’s AI solutions. Additionally, you should have 5+ years of Big 4 or equivalent consulting experience, excellent soft skills, and the ability to lead teams and supervise others. Ideal candidates also have ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA) certification and prior experience implementing Moveworks capabilities.

EY offers a comprehensive compensation and benefits package, including a base salary range of $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). Individual salaries are determined based on a wide variety of factors including but not limited to education, experience, knowledge, skills, and geography. In addition, our Total Rewards package includes medical and dental coverage, pension, and 401(k) plans, and a wide range of paid time off options.