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

Service Now Consulting Manager – IT Service Management (ITSM)
EY is looking for an experienced manager to lead Service Now transformation teams.

As Service Now Consulting Manager you will drive technology-driven solutions for clients. You will lead cross‑functional teams, build client relationships, and ensure delivery of high‑quality ITSM services.

• Lead workstream delivery, ensuring effective management of processes and solutions.
• Track deliverable completion and project status, aligning with performance objectives.
• Participate in client working sessions, leading work streams from planning through execution and closure.
• Actively engage in business stakeholder meetings to evaluate business models, processes, and requirements.
• Translate business requirements into technical specifications and collaborate with technical teams to design and deliver system architecture solutions.
• Analyze implemented technology solutions to ensure they meet business requirements.
• Mentor and manage a multi‑disciplinary team of 5‑10+ resources, including offshore consultants.
• Build and foster client relationships, demonstrating EY services value.
• Provide industry leading practice expertise for Service Now ITSM process implementations.
• Support pre‑sales efforts, including creating proposals and estimates.
• Maintain high‑quality deliverables and project artifacts.
• Travel as required to meet client needs.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related discipline.
• 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 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.
• Service Now Certified Implementation Specialist – Data Foundations, HAM, or SAM.
• Experience in Service Now AI solutions (Now Assist, Agentic, AI Control Tower).

• Competitive base salary ($142,600–$261,500) with geographic variation.
• Medical, dental, pension, 401(k), and comprehensive paid time off.
• Hybrid work model with 40–60% in‑person engagement.
• Flexible vacation policy and paid holidays.
• Career development and global learning opportunities.

EY is an equal‑employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, veteran status, or disability status.