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

Position: ServiceNow - IT Service Management (ITSM) - Manager - Tech Consulting - Open Location
Service Now - IT Service Management (ITSM) - Manager - Tech Consulting - Open Location

Join EY to apply for the Service Now - IT Service Management (ITSM) - Manager - Tech Consulting role.

Location:

Anywhere in Country

Overview

EY is shaping a better working world. As a Service Now Consulting Manager, you will lead Transformation teams, deliver solutions, and build client relationships.

Your

Key Responsibilities

• Lead workstream delivery and manage 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.

Skills and Attributes for Success

• 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 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, including how specific business objectives can be met through process and technology transformation.

• 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/or 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.

To Qualify for the Role

• 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).

• 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.

Ideally You’ll Also Have

• 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).

Benefits

• Comprehensive compensation and benefits package tailored to your performance.

• Base salary range for this role in the U.S. is $142,600–$261,500.

• Medical, dental, pension, 401(k), and paid time off options.

• Hybrid work model with flexible attendance.

EY accepts applications for this position on an ongoing basis.

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

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