ServiceNow -ServiceNow AI Architect Senior Manager - Tech Cons - Open Location

About the role

Join EY and help to build a better working world. As a ServiceNow AI Architect Senior Manager, you will lead ServiceNow Transformation teams in a rapidly growing area of the business, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges around.

Responsibilities

• Lead engagement delivery and manage client relationships on a daily basis.
• Accountable for program/project management, ensuring that all objectives are met.
• Develop resource plans and budgets for engagements, managing engagement economics effectively.
• Collaborate closely with our clients to enable AI-driven transformation across user experience, agentic workflows, and robust AI governance frameworks.
• 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 that address complex business challenges and unlock new opportunities for growth.
• Manage timelines, costs, and quality, while leading both technical and non-technical project teams in the development and implementation of technology solutions and infrastructure.

Qualifications

• Bachelor’s degree required (Master’s degree preferred).
• No less than 5 - 7 years relevant experience in ServiceNow implementation experience and/or equivalent platform implementation experience.
• 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.
• Typically, no less than 5 - 7 years of Big 4 or equivalent consulting experience preferably at the Senior Manager or Director level.
• Excellent consulting and interpersonal skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience with defining contextual, conceptual, and logical models that align both business and technical capabilities to explain the architecture.
• Experience leading teams and supervising others.

Skills

• Ability to drive and support sales activities along-side EY pursuit teams demonstrating how EY's services can solve a clients business challenges – this can include but not limited to developing proposals, engagement estimates, and participating in sales presentations.
• Lead and develop strategies for ServiceNow enabled transformations, working with senior client executives on developing a business case, transformation roadmap, detailed plans and solution architectures.
• Act as an engagement manager across all aspects of a ServiceNow AI project and solution delivery including but not limited to design, configuration/development, testing and deployment phases.
• Manage 2-3 engagements and mentor multi-disciplinary teams of 10+ resources including offshore resources (e.g., consultants, developers, and testers).
• Build and foster client relationships and demonstrate the value of EY services.
• Excellent business acumen with the ability to make fact-based decisions and resolve conflicts.
• Provide guidance and industry-leading practice expertise for ServiceNow service management implementations across business functions (non-IT), including how specific business objectives can be met through process and technology transformation.
• Analyzing a company's service management functional capabilities—people, process, and technology—provide leading practice recommendations, and contribute insights to strategic roadmaps.
• Leading client process design sessions and facilitating requirements workshops with functional and/or business process area subject matter resources.
• Expertise in ServiceNow AI capabilities, including NOW Assist, Moveworks, and AI Control Tower.
• Demonstrated experience designing and implementing multi-LLM architectures using various large language models.
• Proficiency in developing and optimizing data pipelines for AI-driven solutions.
• Skilled in prompt engineering and Retrieval-Augmented Generation (RAG) techniques for improving AI accuracy and relevance.
• Advanced knowledge of multi-agent system design and agentic workflow implementation.
• Hands-on experience with MCP servers and Agent-to-Agent protocols for automating end-to-end AI processes.

Pay

The base salary range for this job in all geographic locations in the US is $171,600 to $392,100. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $205,900 to $445,700. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography.

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.