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.

Qualifications

• A driver’s license valid in the U.S.
• Ability to travel to meet client needs.

Skills

• Ability to 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.
• 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.