ServiceNow -Enterprise Service Management; ESM Manager - Tech Consulting

Service Now - Enterprise Service Management (ESM) Manager – Tech Consulting – Open Location

Join EY as a Service Now – Enterprise Service Management (ESM) Manager. Apply now to shape your future with confidence.

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.

In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems and information is vital – but can be a risky investment in a rapidly changing environment. Some of the most prestigious businesses worldwide turn to us for authoritative, agile, and efficient solutions for business decision‑making. As a Service Now Consulting Manager, you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome the biggest creative and technical challenges.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, with opportunities to showcase your ability to motivate and develop your team, establish and maintain new client relationships, and grow your consulting and leadership skills.

• 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 a workstream lead across all aspects of Service Now ESM/GBS (HR Service Delivery, Field Service Management, Customer Service Management, 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 5–10+ resources, including offshore resources.
• 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 ESM/GBS process implementations, helping clients achieve business objectives 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 or business process area subject matter resources.
• Experience in waterfall and agile delivery models – including support for planning, status reporting, budgets, and risk/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 a similar discipline.
• Typically, no less than 4–6 years of relevant Service Now project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of two 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
• Excellent soft skills – executive communication, adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• 5+ years of Big 4 or equivalent consulting experience.
• 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.
• Experience in Source to Pay,…