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

Position: ServiceNow - IT Service Management (ITSM) - Manager - Tech Consulting - Open Location

Service Now Consulting Manager – IT Service Management (ITSM)

Location:

Anywhere in Country

We’re currently hiring a Service Now Consulting Manager to lead Service Now Transformation teams in a rapidly growing area of the business. This client‑visible role holds opportunities to showcase talent by motivating and developing your team while building new client relationships.

The Opportunity

In this role you will work with business stakeholders to evaluate business models, processes, and operations. You will gather, understand, and analyze business requirements and translate them into technical specifications. Additionally, you will monitor newly implemented technology solutions ensuring they meet business requirements and collaborate with technical teams to design and deliver system architecture solutions. Regular travel is required.

Your

Key Responsibilities

• Lead workstream delivery and ensure effective management of processes and solutions.
• Track deliverable completion and project status with alignment to performance objectives.
• Actively participate in client working sessions, leading work streams from planning through execution and closure.

Skills And Attributes For Success

• Lead a Service Now ITSM project across all phases: design, configuration, testing, and deployment.
• Manage and mentor a team of 5–10+ resources, including offshore consultants, developers, and testers.
• Build and foster client relationships, demonstrating the value of EY services.
• Make fact‑based business decisions and resolve conflicts.
• Provide guidance and industry‑leading practices for Service Now ITSM process implementations.
• Analyze people, process, and technology capabilities, provide leading‑practice recommendations and contribute to strategic roadmaps.
• Advise on the connectivity of CMDB and ITOM to ITSM processes.
• Lead client process and design sessions and facilitate requirements workshops.
• Experience with waterfall and agile delivery models, including planning, status reporting, budgets and risk logs.
• Support pre‑sales efforts and deliver proposals and estimates.
• Deliver high‑quality deliverables and project artifacts.

To qualify for the role, you must have

• Bachelor’s degree, preferably in Computer Science, Information Systems, Engineering or related field.
• 4–6 years of relevant Service Now ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• At least one of the following Service Now certifications:
  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.
• Willingness to travel.

Ideally, you’ll also have

• 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, HAM or SAM.
• Experience with Service Now AI solutions (e.g., Now Assist, Agentic, AI Control Tower).

What We Offer

• Competitive compensation and benefits package with a base salary range for all U.S. locations: $142,600–$261,500.
• Additional ranges for key markets: $171,200–$297,200.
• Healthcare, dental, pension, 401(k) and paid time off.
• Hybrid model – 40–60% in‑office with flexibility.
• Flexible vacation policy tailored to personal circumstances.

Are you ready to shape your future with confidence? Apply today.

EY accepts applications on an ongoing basis.

Equal Employment Opportunity

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, genetic information, national origin, protected veteran status, disability status or any other legally protected basis.

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