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

About the role

Join EY as a ServiceNow AI Architect Senior Manager in a rapidly growing area of the business. This is a client-facing role where you will lead ServiceNow Transformation teams, provide AI-driven transformational solutions, and collaborate with clients to enable AI-driven transformation across user experience, agentic workflows, and robust AI governance frameworks.

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.
• 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.
• 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.
• Lead client process design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
• Experience in defining contextual, conceptual, and logical models that align both business and technical capabilities to explain the architecture.
• 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.
• Skill 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.

Qualifications

• Bachelor’s degree required (Master’s degree preferred)
• Typically, no less than 5 - 7 years relevant experience in ServiceNow implementation experience and/or equivalent platform implementation experience
• Typically, 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 – 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
• A driver's license valid in the U.S (United States)
• Ability to travel to meet client needs (up to 60%)

What we look for

We are interested in intellectually curious people, with a genuine passion for finding and implementing innovative ways to nurture growth. You will also need excellent communication and negotiation skills, as well as the ability to express big ideas to senior leaders, often without technical backgrounds. If you are ready to take ownership of a team that is poised to take the industry by storm, this role is for you.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.