ServiceNow -Enterprise Service Management; ESM Manager - Tech Consulting

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.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.

• Lead workstream delivery and ensure effective management of 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.

Here, you’ll serve a wide portfolio of clients—each with their own backgrounds, strengths, and ambitions. You’ll make a visible impact on projects that cross borders and challenge conventional wisdom.

• Act as a workstream lead across all aspects of Service Now ESM/GBS engagements and solution delivery, including engagement management, design, configuration/development, testing, and deployment phases.
• Manage and mentor a multi‑disciplinary team of 5‑10+ resources, including offshore resources.
• Build and foster client relationships and demonstrate the value of EY services.
• Make fact‑based decisions and resolve conflicts with excellent business acumen.
• Provide guidance and industry‑leading practice expertise for process implementations, including how specific business objectives can be met through transformation.
• Analyze a company’s ESM/GBS people, process, and technology capabilities, provide leading practice recommendations, and contribute insights to strategic roadmaps.
• Lead client process and design sessions and facilitate requirements workshops with functional or business process subject‑matter resources.
• Support waterfall and agile delivery models, including management activities such as planning, status reporting, budgets, and risk and issue logs.
• Support pre‑sales efforts, including creating proposals and estimates.
• Create high‑quality deliverables and project artifacts.

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, no less than 4–6 years relevant Service Now project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of 2 Service Now certifications: HR Service Delivery, Customer Service Management, or Field Service Management.
• Excellent soft skills—executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• 5+ years of Big 4 or equivalent consulting experience.
• Experience leading teams and supervising others.
• A driver’s license valid 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.
• Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery experience—certifications are a plus.
• Experience in Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

We seek individuals who are technically proficient and possess leadership qualities. Top performers are proactive, adaptable, and committed to continuous improvement. They thrive in collaborative environments and are passionate about delivering exceptional results for clients.

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. In the US, base salary ranges from $142,600 to…