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

Service Now - IT Service Management (ITSM) - Senior - 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 to 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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. That’s why some of the most prestigious businesses worldwide look to us for authoritative, agile, and efficient solutions for business decision‑making. As a Service Now Senior Consultant you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges around.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop a team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.

• Interacting with business stakeholders to evaluate business models and processes.
• Analyzing newly implemented technology solutions to verify they meet business requirements.
• Collaborating with technical teams to design and deliver system architecture solutions.
• Engaging with clients and internal teams to ensure successful project delivery.
• Facilitating workshops and leading process design sessions with business resources.
• Managing regular travel to meet with clients to build relationships and understand their needs.

• Serve a wide portfolio of clients with differing backgrounds, strengths, and ambitions.
• Work on ITSM processes (Incident, Problem, Change, Service Catalog, Knowledge Management) and evaluate AI for delivery.
• Act as a workstream lead across all aspects of a Service Now ITSM project, including design, configuration/development, testing and deployment.
• Manage and mentor a multi‑disciplinary team of 3‑5 resources including offshore resources.
• Provide guidance and industry‑leading practice expertise for Service Now ITSM process implementations.
• Analyze a company’s people, process, and technology capabilities and provide recommendations.
• Advise on connectivity of CMDB and IT Operations Management to ITSM processes.
• Lead client process design sessions and facilitate requirement workshops.
• Experience with waterfall and agile delivery models and supporting management activities.
• Create high quality deliverables and project artifacts.

• Bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• 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).

We seek individuals who are proactive, innovative, and eager to contribute to team success. Top performers demonstrate strong analytical skills,…