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

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

Join EY to apply for the Service Now - IT Service Management (ITSM) - Senior - Tech Consulting - Open Location role.

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 to build a better working world.

• 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.
• Engage with clients and internal teams to ensure successful project delivery.
• Facilitate requirements workshops with functional and/or business process area subject matter resources.
• Plan, status report, budget and risk and issue logs for waterfall and agile delivery models.
• Create high‑quality deliverables and project artifacts.

• Act as a workstream lead across all aspects of a Service Now ITSM project and solution delivery including design, configuration, testing and deployment phases.
• Manage and mentor a multi‑disciplinary team of 3-5 resources, including offshore resources.
• Provide industry‑leading practice expertise for Service Now ITSM process implementations, including how specific business objectives can be met through process and technology transformation.
• 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 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 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 – ITSM
• 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.

• 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).

• Comprehensive compensation and benefits package with performance‑based rewards and recognition.
• Hybrid model: most external, client‑serving roles work together 40-60% of the time in person.
• Flexible vacation policy and paid time off options, including EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence.

Are you ready to shape your future with confidence? Apply today.

EY accepts applications for this position on an on‑going basis.

EY focuses on high‑ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

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