ServiceNow - IT Operations Management; ITOM Manager - Tech Consulting

Service Now - IT Operations Management (ITOM) Manager - Tech Consulting - Open Location

Join EY as a Service Now IT Operations Management (ITOM) Manager and help shape the future of clients with innovative solutions.

Location:

Anywhere in Country

Seniority level:
Mid‑Senior level

Employment type:

Full‑time

Job function:
Information Technology

Industries:
Professional Services

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role where you’ll motivate and develop your team, establish and maintain client relationships, and grow your consulting and leadership skills.

In this role, you will be responsible for identifying and defining user/customer requirements and focusing on developing user interfaces (UI) across mobile, web, and tablet platforms. You will engage in coding, programming, and creating specifications to deliver development services that align with business requirements.

• Develop solutions to complex problems; recommend changes to policies and establish procedures that impact your work area.
• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• Provide direction and feedback to team members, ensuring successful task completion.
• Act as an engagement or workstream lead across all aspects of a Service Now ITOM/CMDB project, 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.
• Provide guidance and industry‑leading practice expertise for Service Now ITOM/CMDB process implementations.
• Advise on the connectivity of the CMDB and IT Operations Management to ITSM processes.
• Lead client process and design sessions and facilitate requirements workshops with functional and business process stakeholders.
• Experience in waterfall and agile delivery models; support planning, status reporting, budgets, and risk and issue logs.
• Support pre‑sales efforts, including creating proposals and estimates.
• Produce high‑quality deliverables and project artifacts.

• Business acumen and fact‑based decision making.
• Strong communication, adaptability, problem‑solving, teamwork, relationship building, dependability, and organization.
• Experience leading and supervising teams.
• Driver’s license valid in the U.S.
• Ability to travel to meet client needs.

• Bachelor's degree in Computer Science, Information Systems Management, Engineering, or similar.
• 4‑6 years of relevant Service Now ITOM/CMDB project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of 2 of the following Service Now certifications:
  • Service Now Certified Implementation Specialist – Data Foundations
  • Service Now Certified Implementation Specialist – Discovery
  • Service Now Certified Implementation Specialist – Event Management
  • Service Now Certified Implementation Specialist – Service Mapping
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills: executive 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).
• Service Now Certified Implementation Specialist – ITSM or HAM or SAM.
• Performance analytics and reporting experience – certifications are a plus.
• Experience in Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

• Comprehensive compensation and benefits package; base salary range $142,600–$261,500 (US). NYC, Washington State and California ranges higher.
• Medical and dental coverage, pension and 401(k) plans, and paid time off options.
• Flexible hybrid model; most external client roles work in person 40‑60% of the time.
• Flexible vacation policy and time off for EY paid holidays,…