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

About the role

As a ServiceNow Consulting Manager at EY, you'll lead transformation teams in a rapidly growing area of the business. You'll have the opportunity to showcase your ability to motivate and develop your team, establish and maintain new client relationships, and grow your consulting and team leadership skills.

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.

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).
• 5+ years of Big 4 or equivalent consulting experience.
• Proactive, adaptable, and committed to continuous improvement.

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, including how specific business objectives can be met through process and technology transformation.
• Analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
• Identify and advise clients on 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, including a base salary range of $142,600 to $261,500 in the US, and $171,200 to $297,200 in the New York City Metro Area, Washington State, and California (excluding Sacramento). Individual salaries are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. We also provide a flexible vacation policy, EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your well-being.

Pay

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

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. We offer a flexible vacation policy, EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your well-being.