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).
• Lead client process 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.
• Create high quality deliverables and project artifacts.
• Analyze a company's service management functional capabilities—people, process, and technology—and provide leading practice recommendations, contributing insights to strategic roadmaps.

Requirements

• 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
• 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
• Ability to effectively develop presentations, functional and technical roadmaps as well as present ideas and proposals to all levels of management and technical expertise
• 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%)

Qualifications

• 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