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

About the role

Lead ServiceNow Transformation teams in a rapidly growing area of the business. Client-facing role, showcasing ability to motivate and develop teams, establish and maintain client relationships, and grow consulting, technical, and team leadership skills.

Responsibilities

• Manage client relationships and engage daily.
• Accountable for program/project management, meeting all objectives.
• Develop resource plans and budgets for engagements, manage engagement economics effectively.
• 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.
• 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 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.
• 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)
• 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
• 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

Intellectually curious people with a genuine passion for finding and implementing innovative ways to nurture growth. Excellent communication and negotiation skills, ability to express big ideas to senior leaders, often without technical backgrounds. Ready to take ownership of a team poised to take the industry by storm.

What we offer you

• Comprehensive compensation and benefits package including base salary range ($171,600 to $392,100) and total rewards package.
• Flexible vacation policy and a wide range of paid time off options.
• Hybrid work model with expectations 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.
• Support for physical, financial, and emotional well-being through various leaves of absence.