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) and lead Service Now Transformation teams in a rapidly growing area of the business. This client‑visible role offers the opportunity to motivate and develop a team, establish new client relationships, and deliver complex technical initiatives.

• Lead workstream delivery and manage 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.
• Collaborate with technical teams to design and deliver system architecture solutions.
• Analyze newly implemented technology solutions to ensure they meet business requirements.

• 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.
• Manage and mentor a multi‑disciplinary team of 5–10+ resources, including offshore consultants, developers and testers.
• Build and foster client relationships and demonstrate the value of EY services.
• Excel in business acumen, fact‑based decision making and conflict resolution.
• Provide guidance and industry best‑practice expertise for Service Now ITSM process implementations.
• Analyze a company’s people, process and technology capabilities, provide recommendations and contribute to strategic roadmaps.
• Advise on the connectivity of the CMDB and ITOM to ITSM processes.
• Lead client process and design sessions and facilitate requirements workshops.
• Experience with waterfall and agile delivery models, including planning, status reporting, budgets and risk logs.
• Support pre‑sales efforts, including creating proposals and estimates.
• Create high‑quality deliverables and project artifacts.

• Bachelor’s degree in Computer Science, Information Systems, Engineering or a related field.
• 4–6 years of relevant Service Now ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• At least one additional Service Now certification, e.g. Service Now Certified Implementation Specialist – IT Service Management.
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills: executive communication, adaptability, problem solving, teamwork, relationship building, dependability and organization.
• Experience leading and supervising teams.
• 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.
• Other Service Now certifications such as Implementation Specialist – Data Foundations, HAM, or SAM.
• Experience with Service Now’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower).

We seek individuals who combine technical proficiency with leadership qualities. Top performers are proactive, adaptable and committed to continuous improvement, thriving in collaborative environments and delivering exceptional results for clients.

• A comprehensive compensation and benefits package, with a base salary range of $142,600 to $261,500 for U.S. locations.
• Medical, dental, pension and 401(k) plans, and a wide range of paid time off options.
• A hybrid work model that balances in‑person collaboration with flexibility.
• Supportive vacation policies and paid holidays tailored to personal circumstances.

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, including arrest and conviction records. EY is committed to providing reasonable accommodation to qualified individuals with disabilities, including veterans.