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

Service Now – IT Service Management (ITSM) – Manager – Tech Consulting – Open Location

Location:

Anywhere in Country

At EY, we’re all in to shape your future with confidence. Join us and help build a better working world.

In the digital economy, upgrading outdated processes, systems and information is vital. As a Service Now Consulting Manager you’ll play a leading role in delivering solutions for business decision‑making.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. This client‑visible role involves showcasing your ability to motivate and develop your team, establish and maintain client relationships, and grow your consulting and leadership skills.

• Lead workstream delivery and ensure effective management of 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.

• 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 phases.
• Manage and mentor a multi‑disciplinary team of 5‑10+ resources including offshore resources.
• Build and foster client relationships and demonstrate the value of EY services.
• Excellent business acumen, fact‑based decisions, conflict resolution.
• Provide guidance on Service Now ITSM process implementations and technology transformation.
• Analyse people, process and technology capabilities, recommend leading practice and contribute to strategic roadmaps.
• Advise on connectivity of the CMDB and ITOM to ITSM processes.
• Lead client process and design sessions and facilitate requirements workshops.
• Experience in waterfall and agile delivery models, planning, status reporting, budgets and risk logs.
• Support pre‑sales efforts including proposals and estimates.
• Create high quality deliverables and project artifacts.

• BA/BS in Computer Science, Information Systems Management, Engineering or related field.
• 4–6 years relevant Service Now ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum one of the following Service Now certifications:
  • Service Now Certified Implementation Specialist – IT Service Management
• 5+ years Big 4 or equivalent consulting experience.
• Excellent soft skills: executive communication, adaptability, problem solving, teamwork, relationship building, dependability, organization.
• Experience leading teams and supervising others.
• 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 (Now Assist, Agentic, AI Control Tower).

We seek individuals who are technically proficient and possess leadership qualities, proactive, adaptable, committed to continuous improvement, collaborative, and passionate about delivering exceptional client results.

• Comprehensive compensation and benefits package. Base salary range: $142,600‑$261,500 in the U.S. (NYC Metro, Washington State, CA ranges as listed).
• Hybrid model with 40–60% in‑person client work.
• Flexible vacation policy and generous paid time off.

EY accepts applications for this position on an ongoing basis.

Senior Level: Mid‑Senior level
•

Employment Type:

Full‑time
• Job Function:
Information Technology
• Industries:
Professional Services

EY provides equal employment opportunities and is committed to providing reasonable accommodation to qualified individuals with disabilities. For assistance, call 1‑800‑EY‑HELP3 or email