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

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

Join EY as a Service Now Consulting Manager in IT Service Management, leading transformation teams and driving client relationships.

Anywhere in Country

EY is a global professional services network that empowers clients to shape the future. We offer a flexible, inclusive environment and a comprehensive benefits package.

You’ll lead Service Now Transformation teams, manage complex technical initiatives, engage with stakeholders, translate business requirements into technical specifications, and collaborate with technical teams to design and deliver solutions.

• Lead workstream delivery and manage processes and solutions.
• Track deliverable completion and project status.
• Participate in client working sessions and lead work streams from planning through execution and closure.

• Lead engagement or workstream across all phases of a Service Now ITSM project.
• Manage and mentor a multi‑disciplinary team of 5‑10+ resources, including offshore consultants.
• Build and nurture client relationships and demonstrate EY value.
• Make fact‑based decisions, resolve conflicts, and analyze business processes.
• Provide industry‑leading practice expertise for Service Now ITSM process implementations.
• Advise on CMDB and ITOM connectivity to ITSM processes.
• Facilitate requirements workshops and design sessions.
• Experience with waterfall and agile delivery models.
• Support pre‑sales efforts, including proposals and estimates.
• Create high‑quality deliverables and project artifacts.

• A bachelor’s degree in Computer Science, Information Systems, Engineering, or related field.
• 4‑6 years of relevant Service Now ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• At least one Service Now implementation certification (e.g., Certified Implementation Specialist – IT Service Management).
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills: executive communication, adaptability, problem solving, teamwork, relationship building, dependability, organization.
• Experience leading teams and supervising others.
• Valid U.S. driver’s license.
• Ability to travel to meet client needs.

• Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Performance analytics and reporting experience.
• Service Now Certified Implementation Specialist in Data Foundations, HAM, or SAM.
• Experience with Service Now AI solutions (Now Assist, Agentic, AI Control Tower).

• A comprehensive compensation and benefits package, competitive base salary, and total rewards including medical, dental, 401(k), and paid time off.
• Team‑led hybrid model: client‑serving roles work together in person 40‑60% of the time.
• Flexible vacation policy and support for personal and family care.

EY accepts applications on an ongoing basis. For Californians, additional information is available.

EY is an equal‑employment opportunity employer and actively seeks a diverse workforce. All qualified applicants receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, pregnancy, genetics, national origin, protected veteran status, disability, or any other legally protected characteristic. EY provides reasonable accommodation to qualified individuals with disabilities.