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

About the role

... intro paragraphs: "At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. That’s why some of the most prestigious businesses worldwide look to us for authoritative, agile, and efficient solutions for business decision-making. As a ServiceNow Consulting Manager you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges around." Then maybe also include "The opportunity" paragraph as part of About the role? Could be separate but we can include in same section. We'll combine. Next

Responsibilities

• items from "Your Key Responsibilities" and maybe also from "The opportunity"? But we already used opportunity in About. We'll stick to Key Responsibilities. Key Responsibilities text: "As a Manager in Technology Analysis, you will play a pivotal role in managing and delivering complex technical initiatives. You will face challenges that require innovative problem-solving and analytical skills, providing you with opportunities to grow and learn in a dynamic environment. This role includes regular travel required to meet client needs. 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." We'll split into list items. Next

  Skills And Attributes For Success

  maybe rename to Skills. We'll list each ability as
• . The paragraph includes many abilities separated by line breaks? Let's extract each sentence starting with "Ability to" or "Act as". We'll create list. List items: - 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 - 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 ITSM 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 - Current knowledge of ServiceNow AI capabilities for ITSM, including Now Assist, Virtual Agent, Predictive Intelligence, AI Search, AI Agents, and AI Control Tower - Ability to 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 - Ability to translate ServiceNow AI capabilities into measurable business outcomes, including faster resolution, improved employee experience, reduced manual effort, and stronger service operations - 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 Also "What We Look For" maybe separate but we can incorporate into Skills as additional bullet: "We seek individuals who are not only technically proficient but also possess the qualities of a leader. Top performers are proactive, adaptable, and committed to continuous improvement. They thrive in collaborative environments and are passionate about delivering exceptional results for clients." Could be a paragraph but we can add as

  under Skills? But we said use

  • for any list of duties/requirements/benefits, and

    for prose. This is prose, not a list. So we can add a

    after the list. Next

    Qualifications

    maybe combine Requirements and Qualifications? The instruction says use headings for Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide what goes where. We have "To qualify for the role, you must have": list of qualifications (degree, experience, certifications, etc). That's clearly Qualifications. We also have "Ideally, you’ll also have": preferred qualifications. Could also go under Qualifications as additional bullet. We might also have "Requirements" maybe same as Qualifications. But we can put all under Qualifications. However we need to include a Requirements section only if there is specific content distinct from Qualifications. The posting doesn't have a separate "Requirements" heading; it's under "To qualify for the role". So we can treat that as Qualifications. We could also create a Requirements section with same content but that would be duplicate. Better to have only Qualifications. Thus we will have:

    Qualifications

    with
    • items: - A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline - Typically, 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 - 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 Preferred qualifications (Ideally, you’ll also have) as separate list under same section maybe with note "Preferred". We'll add a

      "Preferred qualifications:" then list. Preferred: - 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) Next

      Benefits

      : from "What We Offer You At EY": medical and dental coverage, pension and 401(k) plans, wide range of paid time off options, flexible vacation policy, designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, other leaves of absence. Also "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." That's more generic. We'll list specific benefits. We'll create
      • items: - Medical and dental coverage - Pension and 401(k) plans - Wide range of paid time off options - Designated EY Paid Holidays - Winter/Summer breaks - Personal/Family Care leave - Other leaves of absence as needed to support physical, financial, and emotional well-being - Flexible vacation policy (decide how much vacation time needed based on personal circumstances) Also "Join us in our team-led and leader-enabled hybrid model. 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." That's schedule, not benefit. Thus Benefits section as above. Next

        Pay

        : salary ranges. We have: "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." We'll put that in

        maybe. Next

        Schedule

        : hybrid model expectation 40-60% in person, flexible vacation policy (already mentioned in benefits but schedule is about work arrangement). We'll include: - Team-led and leader-enabled hybrid model - Expectation 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 - Flexible vacation policy (you decide how much vacation time needed based on personal circumstances) – though already in benefits but okay. We must not repeat content unnecessarily but it's okay. Now we must ensure we don't include boilerplate like "EY is building a better working world..." etc. That's part of About the role? Actually that paragraph appears later after "Are you ready to shape your future with confidence? Apply today." That's boilerplate about EY's mission. We should remove it as it's generic boilerplate. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The later paragraph about EY building a better working