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

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

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.

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 your 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.

• 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.
• Ability to manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources.
• Ability to build and foster client relationships and demonstrate the value of EY services.
• Excellent business acumen with the ability to make fact-based decisions and resolve conflicts.
• Provide guidance and industry leading practice expertise for Service Now ITSM process implementations.
• Ability to analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
• Ability to advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
• Ability to lead client process and design sessions and facilitate requirements workshops with functional and business process area subject matter resources.
• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets, and risk and issue logs.
• Ability to support pre-sales efforts including creating proposals and estimates.
• Ability to create high quality deliverables and project artifacts.

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, no less than 4 - 6 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 – IT Service Management.
• 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).
• 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).

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Information Technology
• Industry: Professional Services

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.

EY accepts applications for this position on an on-going basis.

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