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

About the role

Join EY as a ServiceNow AI Architect Senior Manager and lead ServiceNow Transformation teams in a rapidly growing area of the business. This client-facing role offers opportunities to showcase your ability to motivate and develop teams, establish and maintain client relationships, and drive innovation through the design and development of cutting-edge AI solutions.

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 (4-year degree); 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

• An intellectually curious person with a genuine passion for finding and implementing innovative ways to nurture growth.
• Excellent communication and negotiation skills, as well as the ability to express big ideas to senior leaders, often without technical backgrounds.
• Able to take ownership of a team that is poised to take the industry by storm.

What we offer you

• A comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business.
• Flexible vacation policy allowing you to decide how much vacation time you need based on your personal circumstances.
• Under our flexible vacation policy, you’ll be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.