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

About the role

The role involves leading ServiceNow Transformation teams in a rapidly growing area of the business. It is a client-visible role where you will have opportunities to showcase your ability to motivate and develop your team, as well as establish and maintain new client relationships.

Responsibilities

• Interacting with business stakeholders to evaluate business models and processes.
• Analyzing newly implemented technology solutions to verify they meet business requirements.
• Collaborating with technical teams to design and deliver system architecture solutions.

Requirements

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, no less than 2 - 4 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 – ITSM
• 3+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills – 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) certification is preferred.
• Performance analytics and reporting experience is a plus.
• Experience in ServiceNow’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower) is desirable.

Skills

• Ability to act as a 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 3-5 resources including offshore resources.
• Ability to provide guidance and industry leading practice expertise for ServiceNow ITSM process implementations.
• 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 create high quality deliverables and project artifacts.

Benefits

Base salary range for this job in all geographic locations in the US is $102,500 to $187,900. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $122,900 to $213,400. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography.

To apply, visit our careers page or contact us directly.