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

Overview

The Service Now Consulting Manager – IT Service Management (ITSM) role at EY leads transformation teams in a rapidly growing area of the business. This client‑visible position provides opportunities to motivate and develop your team while building new client relationships and advancing your consulting and leadership career.

• Lead workstream delivery and manage 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, including design, configuration, testing, and deployment.
• 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.
• Apply business acumen to make fact‑based decisions and resolve conflicts.
• Provide guidance and industry‑leading practice expertise for Service Now ITSM process implementations.
• 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 IT Operations Management (ITOM) to ITSM processes.
• Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
• Support pre‑sales efforts, including creating proposals and estimates.
• Create high quality deliverables and project artifacts.

• A bachelor's degree in Computer Science, Information Systems Management, Engineering, or similar discipline.
• Typically 4–6 years of 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, adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• 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.
• Service Now Certified Implementation Specialist – Data Foundations or HAM or SAM.
• Experience in Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

• Competitive base salary and comprehensive Total Rewards package, including medical and dental coverage, 401(k) plan, and paid time off.
• Flexible hybrid work model with 40–60% on‑site client engagement.
• Unlimited vacation policy and paid holidays.

Apply today. EY accepts applications for this position on an ongoing basis.