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

EY · Orlando, FL · 3 mo ago

On-siteInformation Technology$143k–$262k/yrFull-time

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 lead complex technical initiatives, manage and deliver projects, and build relationships with clients.

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.
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.
ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
Performance analytics and reporting experience – certifications are a plus.
Experience in ServiceNow’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower).

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).
Analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
Translate ServiceNow AI capabilities into measurable business outcomes, including faster resolution, improved employee experience, reduced manual effort, and stronger service operations.
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.
Build and foster client relationships and demonstrate the value of EY services.
Provide guidance and industry leading practice expertise for ServiceNow ITSM process implementations.

Benefits

At EY, we offer a comprehensive compensation and benefits package including medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Our flexible vacation policy allows you to decide how much vacation time you need based on your personal circumstances. Additionally, we provide time off for designated 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 U.S. is $142,600 to $261,500. For those living in California, the range is $171,200 to $297,200. Individual salaries within these ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography.

Schedule

We offer a flexible vacation policy where you decide how much vacation time you need based on your personal circumstances. You'll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your well-being.