ServiceNow -ServiceNow AI Architect Senior Manager - Tech Cons

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 to 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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. EY’s Service Now Consulting Senior Manager provides the competitive edge our clients need to overcome some of the biggest creative and technical challenges.

You will lead Service Now Transformation teams in a rapidly growing area of the business. It is a client-facing role where you will showcase your ability to motivate and develop teams and establish and maintain client relationships. This role offers opportunities to grow your consulting, technical and team leadership skills, while building relationships and obtaining experiences that will define your career.

You will spearhead EY’s AI thought leadership, shaping our strategic point of view and driving innovation through the design and development of cutting‑edge solutions and assets.

• Lead engagement delivery and manage client relationships on a daily basis.
• Accountable for program/project management, ensuring all objectives are met.
• Develop resource plans and budgets for engagements; manage engagement economics effectively.
• Build and deploy AI-native solutions, partnering with EY’s AI & Data team to define and deliver end-to-end AI strategies.
• Manage timelines, costs, and quality; lead both technical and non‑technical project teams to implement technology solutions and infrastructure.

• Drive and support sales activities alongside EY pursuit teams; develop proposals, engagement estimates and participate in sales presentations.
• Lead and develop strategies for Service Now-enabled transformations; work with senior client executives on business cases, transformation roadmaps, detailed plans and solution architectures.
• Act as an engagement manager for all aspects of a Service Now AI project and solution delivery.
• Manage 2–3 engagements and mentor multi-disciplinary teams of 10+ resources, including offshore consultants, developers and testers.
• Build and foster client relationships; demonstrate the value of EY services.
• Excellent business acumen; make fact-based decisions and resolve conflicts.
• Provide guidance and industry leading practice expertise for Service Now service management implementations across business functions.
• Analyze a company’s service management functional capabilities, provide leading practice recommendations and contribute to strategic roadmaps.
• Lead client process design sessions and facilitate requirements workshops.
• Experience in waterfall and agile delivery models; support planning, status reporting, budgets and risk/issue logs.
• Create high-quality deliverables and project artifacts.
• Expertise in Service Now AI capabilities, including NOW Assist, Moveworks and AI Control Tower.
• Design and implement multi-LLM architectures using various large language models.
• Develop and optimize data pipelines for AI-driven solutions.
• Prompt engineering and Retrieval‑Augmented Generation techniques.
• Advanced knowledge of multi-agent system design and agentic workflow implementation.
• Hands‑on experience with MCP servers and Agent‑to‑Agent protocols for automating end‑to‑end AI processes.

• Bachelor’s degree required (4‑year);
  Master’s degree preferred.
• 5‑7 years of relevant Service Now or equivalent platform implementation experience.
• 2‑5 years of relevant Service Now NOW Assist implementation experience.
• Experience implementing Service Now’s AI solutions (Now Assist, Agentic, or AI Control Tower).
• Minimum one of the following Service Now certifications:
  Suite Certification – NOW Assist for ITSM, HRSD, or CSM.
• 5–7 years of Big 4 or equivalent consulting experience, preferably at Senior Manager or Director level.
• Excellent consulting and…