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

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 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.

In the digital economy, upgrading outdated processes and systems is vital.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

• 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.

• 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.
• 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.
• Ability to analyze a company’s people, process, and technology capabilities and provide leading practice recommendations.
• Advise on 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 and supporting management activities such as planning, status reporting, budgets and risk and issue logs.
• Support pre‑sales efforts including creating proposals and estimates.
• Create high quality deliverables and project artifacts.

• A bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, 4‑6 years 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 (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.

• 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).

We seek individuals who are not only technically proficient but also possess the qualities of a leader. Top performers are proactive, adaptable, and committed to continuous improvement.

• A comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the U.S. is $142,600 to $261,500.
• Medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Join us in a team‑led and leader‑enabled hybrid model. Most people in client‑serving roles will work in person 40‑60% of the time during engagements.
• Flexible vacation policy that allows you to decide how much vacation time you need based on your personal circumstances.
• Under our flexible vacation policy, you’ll be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed.

EY accepts applications for this position on an ongoing basis.

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

EY | Building a better working world

Allowed to provide reasonable accommodation to qualified individuals with disabilities ... (EOE statement).