ServiceNow - ServiceNow IT Service Management (ITSM) 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

• Lead workstream delivery and ensure effective management of processes and solutions.
• Track deliverable completion and project status, ensuring alignment with performance objectives.
• Actively participate in client working sessions, leading workstreams from planning through execution and closure.

Requirements

• Typically, no less than 4 - 6 years relevant ServiceNow ITSM project experience.
• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• 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.
• 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.

Qualifications

• A current ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Performance analytics and reporting experience – certifications are a plus.
• ServiceNow Certified Implementation Specialist – Data Foundations or HAM or SAM.
• 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).
• 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.
• 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.

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.