ServiceNow - IT Service Management; ITSM - Senior - Tech Consulting

Service Now - IT Service Management (ITSM) - Senior - Tech Consulting - Open Location

Location:

Anywhere in Country

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Service Now Senior Consultant – IT Service Management (ITSM)

This role will lead Service Now Transformation teams in a rapidly growing area of the business. It is a client‑visible role where you’ll have opportunities to motivate and develop your team, establish and maintain new client relationships, and grow your consulting and team‑leadership skills.

• Engage with clients and internal teams to ensure successful project delivery.
• 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.
• Lead client process and design sessions and facilitate requirements workshops.
• Participate in regular travel to meet clients.

• Workstream lead across all aspects of a Service Now ITSM project (design, configuration/development, testing, deployment).
• Manage and mentor a multi‑disciplinary team of 3‑5 resources, including offshore.
• Provide guidance on Service Now ITSM process implementations and technology transformation.
• Analyze people, process, and technology capabilities, providing recommendations.
• Advise on connectivity of the CMDB and ITOM to ITSM processes.
• Experience in waterfall and agile delivery models (planning, status reporting, budgets, risk, issue logs).
• Create high‑quality deliverables and project artifacts.

• Bachelor’s degree in Computer Science, Information Systems Management, Engineering, or similar.
• 2–4 years of Service Now ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• At least one of:
  Service Now Certified Implementation Specialist – ITSM.
• 3+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills (communication, adaptability, problem solving, teamwork, relationship building, dependability, organization).
• Experience leading teams and supervising others.
• Valid driver’s license in the U.S.
• Ability to travel to meet client needs.

• Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Performance analytics and reporting experience.
• Service Now Certified Implementation Specialist – Data Foundations, HAM, or SAM.
• Experience with Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

We seek proactive, innovative individuals eager to contribute to team success. Top performers demonstrate strong analytical skills, effective communication, and a passion for technology and its business impact.

• Competitive compensation and benefits package with base salary range $102,500–$187,900 (U.S.) and bonuses; additional benefits (medical, dental, pension, 401(k), PTO).
• Hybrid work model: most external, client‑serving roles work in person 40‑60% of the time.
• Flexible vacation policy and various leave options to support well‑being.

EY accepts applications on an ongoing basis. For those living in California, additional information is available via the link on the EY site. EY is committed to equal employment opportunities and welcomes applicants of all backgrounds.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities.