ServiceNow - ServiceNow IT Operations Management (ITOM) Manager - Tech Cons - Open Location

About the role

You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain 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.
• Lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management.
• Engage regularly with external clients, actively participating in working sessions and leading workstreams from planning through execution and closure.
• Travel may be required as needed by external clients.

Requirements

• 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.

Qualifications

• 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:
  • 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 and attributes for success

• 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.