ServiceNow -Enterprise Service Management; ESM Senior Consultant - Tech Consulting

Service Now - Enterprise Service Management (ESM) Senior Consultant - Tech Consulting - Open Location

Join EY in this Service Now ESM Senior Consultant role.

Location:

Anywhere in the country.

At EY, we 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.

Service Now Senior Consultant – Enterprise Service Management (ESM)

In the digital economy, upgrading outdated processes, systems, and information is vital – but can be a risky investment in a rapidly changing environment. As a Service Now Senior Consultant you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome creative and technical challenges.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, offering opportunities to showcase your leadership, build relationships, and grow your consulting and team‑leadership skills.

• Engage with clients and internal teams to ensure successful project delivery; this may involve regular travel.
• Interact with business stakeholders to evaluate business models and processes.
• Analyze newly implemented technology solutions to verify they meet business requirements.
• Collaborate with technical teams to design and deliver system architecture solutions.
• Lead client process and design sessions, facilitate requirements workshops, and mentor a team of 3–5 resources.
• Support planning, status reporting, budgets, and risk and issue logs using waterfall and agile delivery models.
• Create high‑quality deliverables and project artifacts.

• Lead across all aspects of Service Now ESM/GBS engagements, including design, configuration/development, testing, and deployment.
• Mentor a multi‑disciplinary team, including offshore consultants, developers, and testers.
• 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 and provide recommendations.
• Facilitate requirements workshops and client process sessions.
• Support planning, reporting, budgeting, and risk management in both waterfall and agile environments.
• Produce high‑quality deliverables and project artifacts.

• Bachelor’s degree in Computer Science, Information Systems Management, Engineering, or related discipline.
• Typically 2–4 years of relevant Service Now project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• At least one of the following Service Now certifications:
  • Service Now Certified Implementation Specialist – HR Service Delivery
  • Service Now Certified Implementation Specialist – Customer Service Management
  • Service Now Certified Implementation Specialist – Field Service Management
• 3+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills – communication, adaptability, problem‑solving, teamwork, relationship building, dependability, and organization.
• Experience leading and supervising teams.
• Valid U.S. driver’s license.
• Ability to travel to meet client needs.

• Performance analytics and reporting experience (certifications a plus).
• Experience with Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery.
• Experience with Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

• A comprehensive compensation and benefits package; base salary ranges vary by location—from $102,500 to $213,400 in major metros.
• Health, dental, pension, 401(k), and paid time‑off benefits.
• A flexible hybrid model; most client‑serving roles work in person 40–60% of the time.
• A flexible vacation policy and paid holidays, plus sick leave and other personal care options.
• Opportunities for growth and development in a diverse, inclusive culture.

EY accepts applications for this position on an on‑going basis. If you are living in California, please click for additional information.

EY focuses on high‑ethical standards and integrity among employees and expects all candidates to demonstrate these qualities.

EY provides equal employment opportunities to applicants and employees without regard to race color, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records.

EY is committed to providing reasonable accommodation to qualified individuals with disabilities. If you need assistance applying online, contact 1‑800‑EY‑HELP3 or email