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

Location:

Anywhere in Country

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. You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role in which you will motivate and develop your team, establish and maintain new client relationships, and grow your consulting and leadership skills.

In this role you will engage with clients and internal teams to ensure successful project delivery, face analytical challenges, and may need to travel to meet with clients.

Key responsibilities include:

• Interacting with business stakeholders to evaluate business models and processes.
• Analyzing newly implemented technology solutions to verify they meet business requirements.
• Collaborating 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 consultants, developers, and testers.
• Provide guidance and industry‑leading practice expertise for Service Now ITSM process implementations, linking business objectives to process and technology transformation.
• Analyze people, process, and technology capabilities; provide recommendations and insights for strategic roadmaps.
• Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
• Maintain current knowledge of Service Now AI capabilities for ITSM, such as Now Assist, Virtual Agent, Predictive Intelligence, AI Search, AI Agents, and AI Control Tower.
• Identify and advise on practical AI‑enabled ITSM use cases, including incident triage, ticket summarization, knowledge recommendations, self‑service automation, and service desk productivity.
• Translate Service Now AI capabilities into measurable business outcomes such as faster resolution, improved employee experience, reduced manual effort, and stronger service operations.
• Lead client process and design sessions; facilitate requirements workshops with functional and business‑process subject‑matter resources.
• Experience with waterfall and agile delivery models, including planning, status reporting, budgets, and risk and issue logs.
• Create high‑quality deliverables and project artefacts.

• A bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering, or a similar discipline.
• Typically 2‑4 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 – 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 and supervising teams.
• A 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).
• Service Now Certified Implementation Specialist – Data Foundations, HAM, or SAM.
• Experience in Service Now’s AI solutions such as Now Assist, Agentic, AI Control Tower.

We seek proactive, innovative individuals who demonstrate strong analytical skills, effective communication, and a passion for technology and its business impact.

• Comprehensive compensation and benefits package with performance‑based salary ranges:
  • Base salary for all U.S. locations: $102,500 – $187,900
  • New York City Metro Area, Washington State and California (excluding Sacramento): $122,900 – $213,400

  Additional benefits include medical and dental coverage, pension and 401(k) plans, paid time off, and a wide range of leave options.

• Hybrid model with external client‑serving roles expected to work together in person 40‑60% of the time.
• Flexible vacation policy allowing employees to determine the amount of time off based on personal circumstances.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law. EY provides reasonable accommodation to qualified individuals with disabilities, including veterans with disabilities.