ServiceNow -Enterprise Service Management; ESM Manager - Tech Consulting

Service Now - Enterprise Service Management (ESM) 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 build a better working world.

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.

• 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 a workstream lead across all aspects of Service Now ESM/GBS engagements and solution delivery, including engagement management, 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 ESM/GBS process implementations.
• Analyze a company’s ESM/GBS people, process, and technology capabilities, provide recommendations and contribute insights to strategic roadmaps.
• Lead client process and design sessions and facilitate requirements workshops.
• Experience in waterfall and agile delivery models, including 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.
• 4-6 years relevant Service Now project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of two 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
• Excellent soft skills – executive communication, adaptability, problem solving, teamwork, relationship building, dependability, organization.
• 5+ years of Big 4 or equivalent consulting experience.
• 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 – certifications are a plus.
• Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery experience – certifications are a plus.
• 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. They thrive in collaborative environments and are passionate about delivering exceptional results for clients.

• Comprehensive compensation and benefits package where you’ll be rewarded based on performance and recognized for the value you bring to the business. Base salary ranges from $142,600 to $261,500 nationwide; higher ranges for NYC, Washington, CA.
• Hybrid work model: external client‑serving roles typically work in person 40‑60% of the time.
• Flexible vacation policy and generous paid time off, including…