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

Service Now - IT Service Management (ITSM) - Senior - 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.

In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. That’s why some of the most prestigious businesses worldwide look to us for authoritative, agile, and efficient solutions for business decision‑making. As a Service Now Senior Consultant you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges around.

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 not only motivate and develop your team but also establish and maintain new client relationships. As a Senior Technology Analyst, you will bridge the gap between business needs and technical solutions, gathering and analyzing requirements to ensure newly implemented technology solutions meet their needs and collaborating with technical teams to design and deliver system architecture solutions.

• Interact with business stakeholders to evaluate business models and processes.
• Analyze newly implemented technology solutions to verify they meet business requirements.
• Collaborate with technical teams to design and deliver system architecture solutions.

• Act as a workstream lead across all aspects of a Service Now ITSM project and solution delivery including design, configuration/development, testing and deployment phases.
• Manage and mentor a multi‑disciplinary team of 3-5 resources including offshore resources.
• Provide guidance and industry‑leading practice expertise for Service Now ITSM process implementations, including how specific business objectives can be met through process and technology transformation.
• Analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
• Advise on the connectivity of the CMDB and ITOM to ITSM processes.
• Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject‑matter resources.
• Have experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs.
• Create high quality deliverables and project artifacts.

• Bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• 2–4 years relevant Service Now ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• At least one of the following Service Now certifications:
  Service Now Certified Implementation Specialist – ITSM.
• 3+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills – communication, adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams and supervising others.
• Valid driver’s license 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, HAM or SAM.
• Experience in Service Now’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower).

We seek individuals who are proactive, innovative, and eager to contribute to team success. Top performers demonstrate strong analytical skills, the ability to communicate effectively, and a passion for technology…