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

About the role

The opportunity is to lead ServiceNow Transformation teams in a rapidly growing area of the business. It's a client-visible role where you'll have opportunities to showcase your ability to motivate and develop your team, as well as establish and maintain new client relationships. You will grow your consulting and team leadership skills, and build relationships and experiences that will define your career.

Responsibilities

• Interact with business stakeholders to evaluate business models and processes.
• Analyze newly implemented technology solutions to verify they meet business requirements.
• Collaborate 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.
• Experience in ServiceNow’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower).

Skills and attributes for success

• 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.
• Manage and mentor a multi-disciplinary team of 3-5 resources including offshore resources (e.g., consultants, developers, and testers).
• 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.
• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs.
• Create high quality deliverables and project artifacts.

Pay

The 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.

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.