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

About the role

The opportunity 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 viewpoints and innovating through the design and development of cutting-edge solutions and assets. You will collaborate closely with EY’s AI & Data (AI&D) team to define and deliver comprehensive, end-to-end AI strategies addressing complex business challenges and unlocking new growth opportunities.

Responsibilities

• Develop solutions to complex problems, recommending changes to policies and establishing procedures impacting 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.

Skills and attributes for success

• Act as an engagement or workstream lead across all aspects of a ServiceNow AI project and solution delivery including but not limited to design, configuration/development, testing and deployment phases.
• 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.
• Exhibit 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, 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, customizing search relevance and integrating with knowledge management systems.
• Expertise in deploying and managing NOW Assist Skills Kit, including designing, training, and optimizing 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 optimizing 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.
• Experience in supporting 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.

Pay

$142,600 to $261,500 base salary range for all geographic locations in the US, and $171,200 to $297,200 for the New York City Metro Area, Washington State and California (excluding Sacramento).

Schedule

Flexible vacation policy and various paid time off options.