ServiceNow - IT Operations Management; ITOM Manager Consultant - Tech Consulting

Location

Anywhere in Country

Service Now Consulting Manager at EY plays a leading role in delivering innovative digital solutions that enhance client decision‑making. The position is client‑visible and supports growth of consulting and team leadership skills.

• Lead Service Now Transformation teams and engage in client meetings, work streams, and project execution.
• Identify and define user/customer requirements, develop user interfaces across mobile, web, and tablet platforms, and code and program to deliver solutions.
• Develop complex solutions, recommend changes to policies, and establish procedures that impact the work area.
• Exercise judgment in selecting methods and evaluation criteria for obtaining results.
• Provide direction and feedback to team members, ensuring successful task completion.

• Lead all aspects of a Service Now ITOM/CMDB project—design, configuration/development, testing, and deployment.
• Manage and mentor a multi‑disciplinary team of 5–10+ resources, including offshore consultants, developers, and testers.
• Build and foster client relationships and demonstrate EY’s value to clients.
• Show excellent business acumen, fact‑based decision making, and conflict resolution skills.
• Deliver industry‑leading guidance for Service Now ITOM/CMDB implementations and process transformations.
• Analyze people, process, and technology capabilities, provide leading‑practice recommendations, and contribute to strategic roadmaps.
• Advise on connectivity of CMDB and ITOM to ITSM processes.
• Lead client process and design sessions, facilitate requirement workshops, and manage functional subject‑matter resources.
• Apply waterfall and agile delivery models, including planning, status reporting, budgeting, and risk/issue logging.
• Support pre‑sales efforts by creating proposals and estimates.
• Create high‑quality deliverables and project artifacts.

• Bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or a related discipline.
• 4–6 years of relevant Service Now ITOM/CMDB project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of 2 of the following Service Now certifications:
  • Service Now Certified Implementation Specialist – Data Foundations
  • Service Now Certified Implementation Specialist – Discovery
  • Service Now Certified Implementation Specialist – Event Management
  • Service Now Certified Implementation Specialist – Service Mapping
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills: executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams and supervising others.
• Valid driver’s license (U.S.).
• Willingness to travel to meet client needs.

• Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Service Now Certified Implementation Specialist – ITSM, HAM, or SAM.
• Experience with Service Now AI solutions (Now Assist, Agentic, AI Control Tower).
• Performance analytics and reporting knowledge (certifications optional).

• Competitive base salary ranging from $142,600 to $261,500 across the U.S., with higher ranges for specific metros.
• Medical, dental, vision, pension, and 401(k) plans.
• Paid time off, flexible vacation policy, and family‑care leaves.
• Hybrid model: work in person 40‑60% of the time for client‑serving roles.

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 is committed to providing reasonable accommodation to qualified individuals with disabilities, including veterans.