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

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

EY invites you to apply for the Service Now - IT Service Management (ITSM) - Manager - Tech Consulting - Open Location role.

Location:

Anywhere in the country.

In the digital economy upgrading outdated processes, systems and information is vital. As a Service Now Consulting Manager you’ll play a leading role in providing the competitive edge our clients need to overcome technical challenges.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role where you’ll showcase your ability to motivate and develop your team and establish and maintain new client relationships.

• 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.
• Travel as required to meet client needs.

• Act as an engagement or workstream lead across all aspects of a Service Now ITSM project, including design, configuration/development, testing and deployment.
• Manage and mentor a multidisciplinary team of 5‑10+ resources, including offshore consultants, developers and testers.
• Build and foster client relationships and demonstrate the value of EY services.
• Make fact‑based decisions and resolve conflicts with strong business acumen.
• Provide guidance and industry leading practice expertise for Service Now ITSM process implementations.
• Analyze a company’s people, process and technology capabilities and contribute insights to strategic roadmaps.
• Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
• Lead client process and design sessions and facilitate requirements workshops with functional subject matter resources.
• Experience in waterfall and agile delivery models, including managing planning, status reporting, budgets and risk and issue logs.
• Support pre‑sales efforts, including creating proposals and estimates.
• Deliver high‑quality deliverables and project artifacts.

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• 4–6 years of relevant Service Now ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of one 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, 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 (Now Assist, Agentic, AI Control Tower).

• Comprehensive compensation and benefits package that rewards performance.
• Flexible vacation policy with time off for EY Paid Holidays, breaks and leaves of absence.
• Hybrid model allowing 40–60% in‑person work in most client‑serving roles.
• Join a globally connected, inclusive culture with world‑class experiences.

Apply today.

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, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities, including veterans with disabilities. If you have a disability and need assistance applying online or during any part of the application process, call 1‑800‑EY‑HELP3 and select Option 2 for candidate‑related inquiries, then select Option 1 for candidate queries and lastly select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at