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. You will lead ServiceNow Transformation teams, providing the competitive edge our clients need to overcome creative and technical challenges. You will have opportunities to showcase your ability to motivate and develop teams, establish and maintain client relationships, and grow your consulting, technical, and team leadership skills.

Responsibilities

• Lead engagement delivery and manage client relationships on a daily basis.
• Accountable for program/project management, ensuring 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 design, configuration/development, testing, and deployment phases.
• Manage 2-3 engagements and mentor multi-disciplinary teams of 10+ resources, including offshore resources.
• 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.
• 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.

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, including 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.
• Ability to travel to meet client needs (up to 60%)

Qualifications

• Intellectually curious with a passion for innovation
• 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

Benefits

Comprehensive compensation and benefits package, including medical and dental coverage, pension, and 401(k) plans, and a wide range of paid time off options.

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.