ServiceNow -ServiceNow AI Architect Senior Manager - Tech Cons

Service Now – Service Now AI Architect Senior Manager

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 will lead Service Now Transformation teams in a rapidly growing area of the business. It is a client‑facing role where you will motivate and develop teams, establish and maintain client relationships, and grow your consulting, technical and leadership skills.

It’s a client‑visible role spearheading 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 include leading the build and deployment of 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.

• Leading engagement delivery and managing client relationships on a daily basis.
• Accountable for program/project management, ensuring that all objectives are met.
• Developing resource plans and budgets for engagements and managing engagement economics effectively.

• Drive and support sales activities alongside EY pursuit teams, including developing proposals, engagement estimates and participating in sales presentations.
• Lead and develop strategies for Service Now‑enabled transformations, working with senior client executives on developing a business case, transformation roadmap, detailed plans and solution architectures.
• Act as an engagement manager across all aspects of a Service Now AI project and solution delivery, including design, configuration/development, testing and deployment phases.
• Manage 2–3 engagements and mentor multi‑disciplinary teams of 10+ resources, including offshore resources (consultants, developers and testers).
• Build and foster client relationships and demonstrate the value of EY services.
• Excellent business acumen with the ability to make fact‑based decisions and resolve conflicts.
• Provide guidance and industry‑leading practice expertise for Service Now service management implementations across business functions (non‑IT).
• Analyze a company’s service management functional capabilities—people, process and technology—and provide leading‑practice recommendations and insights to strategic roadmaps.
• Lead client process design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
• Experience in waterfall and agile delivery models, supporting management activities such as planning, status reporting, budgets, and risk and issue logs.
• Create high‑quality deliverables and project artifacts.
• Expertise in Service Now AI capabilities, including NOW Assist, Moveworks and AI Control Tower.
• Demonstrated experience designing and implementing multi‑LLM architectures using various large language models.
• Proficiency in developing and optimizing data pipelines for AI‑driven solutions.
• Skill in prompt engineering and Retrieval‑Augmented Generation (RAG) techniques for improving AI accuracy and relevance.
• Advanced knowledge of multi‑agent system design and agentic workflow implementation.
• Hands‑on experience with MCP servers and Agent‑to‑Agent protocols for automating end‑to‑end AI processes.

• Bachelor’s degree required (4‑year degree);
  Master’s degree preferred.
• Typically, no less than 5–7 years of relevant Service Now implementation experience and/or equivalent platform implementation experience.
• Typically, no less than 2–5 years of relevant Service Now NOW Assist implementation experience.
• Experience implementing Service Now’s AI solutions (Now Assist, Agentic or AI Control Tower).
• Minimum of one of the following Service Now certifications:
  • Suite Certification – NOW…