ServiceNow -Enterprise Service Management; ESM Manager - Tech Consulting

Service Now
-Enterprise Service Management (ESM) Manager - 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 build a better working world.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role where you’ll showcase your ability to motivate and develop your team, establish new client relationships, grow your consulting and team leadership skills, and build experiences that will define your career.

• 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 a workstream lead across all aspects of Service Now ESM/GBS (HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay) engagements and solution delivery, including engagement management, 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.
• Exhibit excellent business acumen with fact‑based decision making and conflict resolution.
• Provide guidance and industry‑leading practice expertise for Service Now ESM/GBS process implementations.
• Analyze a company’s ESM/GBS people, process, and technology capabilities, provide leading practice recommendations, and contribute insights to strategic roadmaps.
• 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 planning, status reporting, budgets and risk and issue logs.
• Support pre‑sales efforts including creating proposals and estimates.
• Create high quality deliverables and project artifacts.

• Academically: A bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Experience:
  
  4‑6 years of relevant Service Now project experience.
• Certifications:
  
  Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD), and at least two of the following Service Now specialties:
  • Service Now Certified Implementation Specialist – HR Service Delivery
  • Service Now Certified Implementation Specialist – Customer Service Management
  • Service Now Certified Implementation Specialist – Field Service Management
• Soft skills:
  
  Executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Consulting: 5+ years of Big 4 or equivalent consulting experience; leading teams and supervising others.
• Driver’s license valid in the U.S. and 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.
• Experience in Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery – certifications are a plus.
• Experience in Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

We seek individuals who are not only technically proficient but also possess the qualities of a leader. Top performers are proactive, adaptable, and committed to continuous improvement. They thrive in collaborative environments and are passionate about delivering exceptional results for clients.

• A comprehensive compensation and benefits package with base salary ranges $142,600 to $261,500 nationwide (varied by location) and a Total Rewards package including medical, dental, pension, 401(k), and paid time off.
• A hybrid work model…