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

About the role

The role involves leading ServiceNow Transformation teams in a rapidly growing area of the business. It is a client-facing role where you will have opportunities to showcase your ability to motivate and develop teams, as well as establish and maintain client relationships. You will grow your consulting, technical, and team leadership skills, and build relationships that will define your career.

Responsibilities

• Leading engagement delivery and managing client relationships on a daily basis.
• Accountable for program/project management, ensuring that all objectives are met.
• Developing resource plans and budgets for engagements, managing engagement economics effectively.
• Leading the build and deployment of AI-native solutions.
• Partnering with EY’s AI & Data (AI&D) team to define and deliver comprehensive, end-to-end AI strategies that address complex business challenges and unlock new opportunities for growth.
• Providing assurance to leadership by managing timelines, costs, and quality, while leading both technical and non-technical project teams in the development and implementation of technology solutions and infrastructure.

Skills and attributes for success

• Ability to drive and support sales activities along-side EY pursuit teams demonstrating how EY's services can solve a clients business challenges – this can include but not limited to developing proposals, engagement estimates, and participating in sales presentations.
• 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.
• Ability to manage 2-3 engagements and mentor multi-disciplinary teams of 10+ resources including offshore resources (e.g., consultants, developers, and testers).
• Ability to build and foster client relationships and demonstrate the value of EY services.
• Excellent business acumen with the ability to make fact-based decisions and resolve conflicts.
• 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.
• Ability to analyze a company's service management functional capabilities people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
• Ability to 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.
• Ability to create high quality deliverables and project artifacts.
• 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.

To qualify for the role

• 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

• Intellectually curious people, 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

• We offer 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.
• Join us in our team-led and leader-enabled hybrid model. 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.
• Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also 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.