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

About the role

As a ServiceNow AI Architect Manager at EY, you'll lead transformative AI-driven transformations for our clients, leveraging cutting-edge solutions and assets. You'll collaborate closely with clients to implement AI capabilities like NOW Assist, Moveworks, and AI Control Tower, enabling them to streamline operations and drive growth.

Responsibilities

• Lead ServiceNow Transformation teams in delivering AI-native solutions
• Collaborate with EY's AI & Data team to define and deliver comprehensive AI strategies
• Engage with external clients to guide AI-driven transformation initiatives
• Manage and mentor a multi-disciplinary team of 5-10+ resources, including offshore resources
• Develop solutions to complex problems and recommend changes to policies and procedures
• Exercise judgment in selecting methods and evaluating criteria for obtaining results
• Provide direction and feedback to team members to ensure successful task completion

Requirements

• Bachelor's degree in Computer Science, Information Systems Management, Engineering or a similar discipline
• At least 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, including executive communication, adaptability, problem-solving, teamwork, relationship-building, dependability, and organization
• Driver's license valid in the U.S.

Qualifications

• Expertise in deploying and managing NOW Assist Skills Kit, including designing, training, and optimising AI-powered virtual agents
• Proven experience configuring AI Search capabilities within the ServiceNow platform, customizing search relevance, and integrating with knowledge management systems
• Strong foundation in prompt engineering, including crafting effective prompts for large language models (LLMs) and optimizing 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
• Experience leading client process and design sessions and facilitating requirements workshops with functional and/or business process area subject matter resources
• Experience in both 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
• Experience in configuring and integrating Moveworks for automated ticket resolution, leveraging conversational AI and workflow automation across enterprise environments

Skills

• Act as an engagement or workstream lead across all aspects of a ServiceNow AI project and solution delivery
• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results
• Provide direction and feedback to team members to ensure successful task completion

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

The base salary range for this role in the U.S. is $142,600 to $261,500. The base salary range for New York City Metro Area, Washington State, and California (excluding Sacramento) is $171,200 to $297,200.

Schedule

Our expectation is for most people in external, client-serving roles to work together in person 40-60% of the time over the course of an engagement, project, or year. Employees are granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support their physical, financial, and emotional well-being.