ServiceNow - ServiceNow IT Operations Management (ITOM) 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-visible role where you will have opportunities to showcase your ability to motivate and develop your team, as well as establish and maintain new client relationships. You will grow your consulting and team leadership skills, and build relationships and experiences that will define your career.

Responsibilities

• Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area.
• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• Provide direction and feedback to team members, ensuring successful task completion.
• Engage in coding, programming, and creating specifications to deliver development services that align with business requirements.
• Identify and define user/customer requirements while focusing on developing user interfaces (UI) across various platforms including mobile, web, and tablets.

Requirements

• Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area.
• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• Provide direction and feedback to team members, ensuring successful task completion.
• Engage in coding, programming, and creating specifications to deliver development services that align with business requirements.
• Identify and define user/customer requirements while focusing on developing user interfaces (UI) across various platforms including mobile, web, and tablets.

Qualifications

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• No less than 4 - 6 years of relevant ServiceNow ITOM/CMDB project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of 2 of the following ServiceNow certifications:
• ServiceNow Certified Implementation Specialist – Data Foundations
• ServiceNow Certified Implementation Specialist – Discovery
• ServiceNow Certified Implementation Specialist – Event Management
• ServiceNow Certified Implementation Specialist – Service Mapping

• 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.

Skills

• Act as an engagement or workstream lead across all aspects of a ServiceNow ITOM/CMDB project and solution delivery including but not limited to design, configuration/development, testing and deployment phases.
• Ability to manage and mentor a multi-disciplinary team of 5-10+ 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 ITOM/CMDB process implementations, including how specific business objectives can be met through process and technology transformation.
• Ability to analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
• Ability to advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
• Experience applying ServiceNow AI / Now Assist capabilities within ITOM to improve alert triage, root cause analysis, automation, and operational efficiency.
• Ability to advise clients on AI-enabled ITOM use cases, including AIOps, event correlation, anomaly detection, service health, and automated remediation.
• Understanding of the data and governance foundations required for ITOM AI, including CMDB/CSDM quality, observability data, integrations, and responsible AI adoption.
• Ability to lead client process and 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 support pre-sales efforts including creating proposals and estimates.
• Ability to create high-quality deliverables and project artifacts.

Benefits

To qualify for the role, you must have a bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline, typically no less than 4 - 6 years of relevant ServiceNow ITOM/CMDB project experience, ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD), minimum of 2 of the following ServiceNow certifications, 5+ years of Big 4 or equivalent consulting experience, excellent soft skills, experience leading teams and supervising others, a driver’s license valid in the U.S., and ability to travel to meet client needs.

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

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.