ServiceNow - ServiceNow IT Service Management (ITSM) Manager- Tech Cons - Open Location

About the role

As a ServiceNow Consulting Manager, you'll lead ServiceNow Transformation teams in a rapidly growing area of the business. You'll have the opportunity to lead complex technical initiatives, manage and deliver projects, and interact with business stakeholders to evaluate and implement business models, processes, and operations.

Responsibilities

• Lead workstream delivery and ensure effective management of processes and solutions.
• Track deliverable completion and project status, ensuring alignment with performance objectives.
• Participate in client working sessions, leading workstreams from planning through execution and closure.
• Evaluate and implement business models, processes, and operations.
• Analyze business requirements and translate them into technical specifications.
• Collaborate with technical teams to design and deliver system architecture solutions.
• Interact with business stakeholders to assess and improve ITSM processes.
• Manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources.
• Build and foster client relationships and demonstrate the value of EY services.
• Provide guidance and industry leading practice expertise for ServiceNow ITSM process implementations.
• Identify and advise clients on practical AI-enabled ITSM use cases.
• Translate ServiceNow AI capabilities into measurable business outcomes.
• Lead client process and design sessions and facilitate requirements workshops.

Requirements

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• No less than 4 - 6 years relevant ServiceNow ITSM project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of 1 of the following ServiceNow certifications: ServiceNow Certified Implementation Specialist – IT Service Management, ServiceNow Certified Master Architect (CMA), or Certified Technical Architect (CTA).
• 10+ years of Big 4 or equivalent consulting experience.
• Proactive, adaptable, and committed to continuous improvement.
• Passionate about delivering exceptional results for clients.

Qualifications

• 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 ITSM project and solution delivery including but not limited to 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 ITSM process implementations.
• Advising on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
• Advise on the practical AI-enabled ITSM use cases, including incident triage, ticket summarization, knowledge recommendations, self-service automation, and service desk productivity.
• Translate ServiceNow AI capabilities into measurable business outcomes, including faster resolution, improved employee experience, reduced manual effort, and stronger service operations.
• Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
• Support pre-sales efforts including creating proposals and estimates.
• Create high quality deliverables and project artifacts.
• Support ServiceNow’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower).

Benefits

At EY, 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. 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.

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.

Equal Opportunity Employer

EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com.