ServiceNow -Enterprise Service Management; ESM Manager - Tech Consulting

Service Now - Enterprise Service Management (ESM) Manager – Tech Consulting – Open Location

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, offering opportunities to showcase your ability to motivate and develop your team and establish and maintain new client relationships. You will have an opportunity to grow your consulting and team‑leadership skills, and build relationships that will define your career.

As a Manager in Technology Analysis, you will play a pivotal role in managing and delivering complex technical initiatives, challenging scenarios that require innovative problem‑solving and analytical skills. This role is remote‑based with regular travel to meet client needs.

• 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 (HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay) engagements and solution delivery, including engagement management, design, configuration/development, testing, and deployment phases.
• Manage and mentor a multi‑disciplinary team of 5–10+ resources, including offshore consultants, developers, and testers.
• 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, matching business objectives through process and technology transformation.
• Analyze a company’s ESM/GBS people, process, and technology capabilities, provide leading‑practice recommendations, and contribute insights to strategic roadmaps.
• 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, including supporting planning, status reporting, budgets, and risk/issue tracking.
• 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 a similar discipline.
• Typically, no less than 4–6 years of 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, and organization.
• 5+ years of Big 4 or equivalent consulting experience.
• 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.
• Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery experience – certifications are a plus.
• Experience with Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

We seek individuals who are technically proficient and possess leadership qualities. Top performers are…