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

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

Join EY as a Service Now Senior Consultant – IT Service Management (ITSM). In this client‑visible role, you will lead Service Now Transformation teams, drive project delivery, and build lasting client relationships.

Anywhere in Country.

You’ll lead Service Now Transformation teams in a growing area of the business. You will motivate and develop your team, establish new client relationships, and grow your consulting and leadership skills.

• 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 phases of a Service Now ITSM project.
• Manage and mentor a multi‑disciplinary team of 3‑5 resources, including offshore consultants, developers, and testers.
• Provide guidance and industry‑leading practice for Service Now ITSM process implementations.
• Analyze an organization’s people, process, and technology capabilities and contribute insights to strategic roadmaps.
• Advise on connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
• Lead client process and design sessions and facilitate requirements workshops.
• Experience in waterfall and agile delivery models, including planning, status reporting, budgets, and risk logs.
• Create high quality deliverables and project artifacts.

• Bachelor’s degree in Computer Science, Information Systems Management, Engineering, or related discipline.
• 2‑4 years of relevant Service Now ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of one of the following Service Now certifications:
  • 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, and organization.
• Experience leading teams and supervising others.
• Valid driver’s license (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, HAM, or SAM.
• Experience with Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

Proactive, innovative individuals who demonstrate strong analytical skills, effective communication, and a passion for technology and its impact on business.

• Competitive compensation and benefits.
• Hybrid work model: 40‑60 % on‑site for client‑serving roles.
• Flexible vacation policy and generous PTO.
• Growth opportunities in a globally connected, diverse culture.

EY welcomes applications on an ongoing basis. For candidates residing in California, additional information is available on EY’s website.

EY provides equal employment opportunities and is committed to an inclusive and respectful workplace. To request accommodation, contact 1‑800‑EY‑HELP3 or email