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

Service Now Senior Consultant – IT Service Management (ITSM)

Location:

Anywhere in Country

Join EY and help to build a better working world. At EY, we’re all in to shape your future with confidence and help you succeed in a globally connected powerhouse of diverse teams.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client visible role, where you’ll have opportunities to showcase your ability to motivate and develop your team, establish and maintain new client relationships, and grow your consulting and team 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.
• Engage with clients and internal teams to ensure successful project delivery.
• Travel as required to meet with clients.

• Act as a workstream lead across all aspects of a Service Now ITSM project and solution delivery, including design, configuration/development, testing and deployment phases.
• Manage and mentor a multi‑disciplinary team of 3‑5 resources, including offshore consultants, developers and testers.
• Provide guidance and industry‑leading practice expertise for Service Now ITSM process implementations.
• 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.
• Support delivery models (waterfall and agile), including planning, status reporting, budgeting and risk & issue logs.
• Create high‑quality deliverables and project artifacts.

• bachelor’s degree in Computer Science, Information Systems, Engineering or related field
• 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 communication, adaptability, problem‑solving, teamwork, relationship building, dependability and organization skills
• Experience leading and supervising teams
• Valid driver’s license 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, HAM or SAM
• Experience with Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower)

Proactive, innovative individuals who communicate effectively and are passionate about technology and its impact on business.

• Comprehensive compensation and benefits package with a base salary range of $102,500 to $187,900 across U.S. locations, and higher ranges for select metro areas.
• Medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off.
• Hybrid model: most external client roles work 40-60% in person.
• Flexible vacation policy and paid holidays.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities.