ServiceNow - ServiceNow AI Architect Manager - Tech Con

Location:

Anywhere in Country

As a Service Now Consulting Manager, you will lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role where 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. You will collaborate closely with clients to enable AI‑driven transformation across user experience, agentic workflows, and robust AI governance frameworks.

Your responsibilities will include building and deploying AI‑native solutions, partnering with EY’s AI & Data (AI&D) team to define and deliver comprehensive, end‑to‑end AI strategies that address complex business challenges and unlock new opportunities for growth.

• Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area.
• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• Provide direction and feedback to team members, ensuring successful task completion.

As a Manager in Application Design and Development, you will lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management. This role presents exciting challenges and opportunities for growth, allowing you to apply your expertise in guiding others and recommending quality solutions. You will engage regularly with external clients, actively participating in working sessions and leading work streams from planning through execution and closure.

Travel may be required as needed by external clients.

• Act as an engagement or workstream lead across all aspects of a Service Now AI project and solution delivery including design, configuration/development, testing and deployment phases.
• Manage and mentor a multi‑disciplinary team of 5–10+ resources, including offshore staff such as consultants, developers, and testers.
• Build and foster client relationships and demonstrate the value of EY services.
• Maintain excellent business acumen with the ability to make fact‑based decisions and resolve conflicts.
• Provide guidance and industry‑leading practice expertise for Service Now AI capabilities such as NOW Assist, Moveworks, AI Control Tower implementations, including how specific business objectives can be met through process and AI‑driven transformation.
• Hands‑on experience configuring AI Search capabilities within the Service Now platform, customising search relevance and integrating with knowledge management systems.
• Expertise in deploying and managing NOW Assist Skills Kit, including designing, training and optimising AI‑powered virtual agents for tailored user experiences.
• Proven ability to configure and integrate Moveworks for automated ticket resolution, leveraging conversational AI and workflow automation across enterprise environments.
• Strong foundation in prompt engineering, including crafting effective prompts for large language models (LLMs) and optimising AI responses for business context.
• Demonstrated experience integrating and orchestrating multiple LLMs to enhance solution accuracy, flexibility, and scalability within Service Now workflows.
• Practical knowledge in implementing Retrieval‑Augmented Generation (RAG) techniques for improved information retrieval and contextual AI outputs.
• Familiarity with foundational AI and data architecture concepts, including Model Context Protocol (MCP) and Agent‑to‑Agent (A2A) protocols for secure and efficient system integrations.
• Lead client process and design sessions and facilitate requirements workshops with functional and/or business process subject‑matter resources.
• Experience in waterfall and agile delivery models – including supporting 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…