ServiceNow -ServiceNow Enterprise Service Mgmt (ESM) - Manager - Tech Cons - Open Location

Location: Anywhere in Country

About the role

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems and information is vital—but can be a risky investment in such a rapidly changing environment. That’s why some of the most prestigious businesses worldwide look to us for authoritative, agile, and efficient solutions for business decision-making. As a ServiceNow Consulting Manager you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges around.

Responsibilities

• Lead workstream delivery and ensure effective management of processes and solutions.
• Track deliverable completion and project status, ensuring alignment with performance objectives.
• Actively participate in client working sessions, leading workstreams from planning through execution and closure.
• Interact with business stakeholders to evaluate business models, processes, and operations.
• Gather, understand, and analyze business requirements, translating them into technical specifications.
• Analyze newly implemented technology solutions to ensure they meet business requirements.
• Collaborate with technical teams to design and deliver system architecture solutions.
• Act as an engagement or workstream lead across all aspects of a ServiceNow HRSD project and solution delivery including design, configuration/development, testing, and deployment phases.
• Manage and mentor a multi-disciplinary team of 5-10+ 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 HRSD process implementations, including how specific business objectives can be met through process and technology transformation.
• Shape AI-enabled HRSD use cases leveraging EmployeeWorks as a conversational AI front door and Employee Slate as a personalized employee experience layer.
• Advise clients on responsible AI adoption in HRSD, including governance, data and knowledge readiness, security/privacy, workflow design, human-in-the-loop controls, adoption strategy, and value measurement.
• Analyze a company’s people, process, and technology capabilities, provide leading practice recommendations, and contribute insights to strategic roadmaps.
• Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
• Support waterfall and agile delivery models—including planning, status reporting, budgets, and risk and issue logs.
• Support pre-sales efforts including creating proposals and estimates.
• Create high-quality deliverables and project artifacts.

Requirements

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, no less than 4 - 6 years relevant ServiceNow HRSD project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of 1 of the following ServiceNow certifications:
  • ServiceNow Certified Implementation Specialist – HR Service Delivery
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills—executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams and supervising others.
• A driver’s license valid in the U.S.
• Ability to travel to meet client needs (regular travel required).

Preferred Qualifications

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Performance analytics and reporting experience—certifications are a plus.
• Employee Center and Workplace Service Delivery experience—certifications are a plus.
• Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower).
• Demonstrated knowledge of ServiceNow’s latest AI-enabled HRSD and employee experience capabilities, including Now Assist for HRSD, EmployeeWorks, and Employee Slate.

Skills

• Ability to manage and mentor a multi-disciplinary team.
• Excellent business acumen with the ability to make fact-based decisions and resolve conflicts.
• Experience shaping AI-enabled HRSD use cases.
• Ability to advise clients on responsible AI adoption in HRSD.
• Strong analytical skills to assess company’s people, process, and technology capabilities.
• Experience in both waterfall and agile delivery models.
• Ability to support pre-sales efforts including creating proposals and estimates.
• Proactive, adaptable, and committed to continuous improvement.
• Passionate about delivering exceptional results for clients.

Benefits

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

• Comprehensive compensation and benefits package.
• Medical and dental coverage.
• Pension and 401(k) plans.
• Flexible vacation policy based on personal circumstances.
• Designated EY Paid Holidays.
• Winter/Summer breaks.
• Personal/Family Care and other leaves of absence to support physical, financial, and emotional well-being.

Pay

The base salary range for this job in all geographic locations in the US is $142,600 to $261,500. The base salary range for New York City Metro Area, Washington State, and California (excluding Sacramento) is $171,200 to $297,200. 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

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.