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 is a client-facing role where 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, 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.
• Ability to 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 (4-year degree); 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

Qualifications

• 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

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—and provide leading practice recommendations, contributing 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.
• 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.

Prior experience

• Prior experience implementing Moveworks capabilities is highly desired.

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.
• Under our flexible vacation policy, you'll decide how much vacation time you need based on your own personal circumstances.
• We offer a wide range of paid time off options, including 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.