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

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

Join EY as a Service Now Consulting Manager – IT Service Management (ITSM) to lead Service Now Transformation teams in a rapidly growing area of the business. This client‑visible role offers opportunities to showcase team motivation and development, establish and maintain new client relationships, and grow your consulting and team‑leadership skills.

In this role, you will interact with business stakeholders to evaluate business models, processes, and operations, gather, understand, and analyze business requirements, translate them into technical specifications, and collaborate with technical teams to design and deliver system architecture solutions.

• 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 work streams from planning through execution and closure.

• Act as an engagement or workstream lead across all aspects of a Service Now ITSM project and solution delivery, including design, configuration/development, testing and deployment phases.
• Ability to manage and mentor a multi‑disciplinary team of 5‑10+ resources, including offshore 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 Service Now ITSM process implementations.
• Analyze a company’s people, process and technology capabilities, provide leading‑practice recommendations and contribute insights to strategic roadmaps.
• Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
• Lead client process and design sessions and facilitate requirements workshops with functional and/or business process subject matter resources.
• Experience in waterfall and agile delivery models – including planning, status reporting, budgets and risk and issue logs.
• Support pre‑sales efforts including creating proposals and estimates.
• Create high quality deliverables and project artifacts.

• Bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, no less than 4‑6 years relevant Service Now ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of 1 of the following Service Now certifications:
  • Service Now 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.
• Driver’s license valid 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 – certifications are a plus.
• Service Now Certified Implementation Specialist – Data Foundations or HAM or SAM.
• Experience in Service Now’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower).

Individuals who are technically proficient and possess leadership qualities. Top performers are proactive, adaptable, and committed to continuous improvement, thrive in collaborative environments and are passionate about delivering exceptional results for clients.

• Comprehensive compensation and benefits package. Base salary range for this role in the U.S. is $142,600 to $261,500; $171,200 to $297,200 for NYC Metro, Washington State and California (excluding Sacramento). Total Rewards include medical and dental coverage, pension and 401(k) plans, and a range of paid time off options.
• Hybrid model: most people in client‑serving roles work together in person 40‑60% of…