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

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 to build a better working world.

Service Now Consulting Manager – IT Service Management (ITSM)

In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. That’s why some of the most prestigious businesses worldwide look to us for authoritative, agile, and efficient solutions for business decision‑making. As a Service Now Consulting Manager you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges around.

The opportunity

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.

Job Responsibilities

• 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.

This role includes regular travel required to meet client needs.

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 5‑10+ resources including offshore resources (consultants, developers, testers).

• 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 – 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.

Qualifications

• 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.

Preferred Qualifications

• Service Now Certified Master Architect (CMA) or…