ServiceNow -Enterprise Service Management; ESM Senior Consultant - Tech Consulting

Service Now - Enterprise Service Management (ESM) Senior Consultant - Tech Consulting - Open Location

Location:

Anywhere in Country

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help build a better working world.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, offering opportunities to showcase your ability to motivate and develop your team while establishing and maintaining new client relationships. This role will help you grow your consulting and leadership skills, build relationships, and gain experiences that will define your career.

• Engage with clients and internal teams to ensure successful project delivery, providing analytical and problem‑solving opportunities. May require regular travel.
• 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.

• Act as a workstream lead across all aspects of Service Now ESM/GBS (HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay) engagements and solution delivery, including engagement management, design, configuration/development, testing and deployment phases.
• Manage and mentor a multi‑disciplinary team of 3–5 resources, including offshore consultants, developers, and testers.
• Provide guidance and industry‑leading practice expertise for Service Now ESM/GBS process implementations, including how specific business objectives can be met through process and technology transformation.
• Analyze a company’s ESM/GBS people, process, and technology capabilities, provide leading‑practice recommendations, and contribute insights to strategic roadmaps.
• 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.

• A bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, no less than 2–4 years relevant Service Now 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 – HR Service Delivery
• Service Now Certified Implementation Specialist – Customer Service Management
• Service Now Certified Implementation Specialist – Field Service Management
• 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.

• Performance analytics and reporting experience – certifications are a plus.
• Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery experience – certifications are a plus.
• Experience in Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

We seek individuals who are proactive, innovative, and eager to contribute to team success. Top performers demonstrate strong analytical skills, the ability to communicate effectively, and a passion for technology and its impact on business.

• A comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $102,500 to $187,900. The base…