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
At EY, we’re all in to shape your future with confidence. Join EY and help build a better working world.

Opportunity

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role where you’ll showcase your ability to motivate and develop your team while establishing new client relationships. You will grow your consulting and team leadership skills and build career‑defining relationships.

Your

Key Responsibilities

• 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.

Skills and Attributes for Success

• Act as an engagement or workstream lead across all aspects of a Service Now ITSM 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 resources.

• Build and foster client relationships and demonstrate the value of EY services.

• Excellent business acumen; able to make fact‑based decisions and resolve conflicts.

• Provide guidance and industry‑leading practice expertise for Service Now ITSM process implementations.

• Analyze an organization’s people, process, and technology capabilities; provide leading‑practice recommendations.

• Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.

• Lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.

• Experience in waterfall and agile delivery models – including planning, status reporting, budgets and risk/issue logs.

• Support pre‑sales efforts, including creating proposals and estimates.

• Create high‑quality deliverables and project artifacts.

To Qualify for the Role, You Must Have

• A bachelor's degree in Computer Science, Information Systems Management, Engineering or a related discipline.

• 4-6 years of relevant Service Now ITSM project experience.

• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).

• Minimum of one of the following Service Now certifications:
- Service Now Certified Implementation Specialist – IT Service Management.

• 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.

• A valid driver’s license in the U.S.

• Ability to travel to meet client needs.

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 or HAM or SAM.

• Experience with Service Now’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower).

What We Look For

We seek technically proficient individuals who are also leaders. Top performers are proactive, adaptable, and committed to continuous improvement. They thrive in collaborative environments and passionately deliver exceptional results for clients.

What We Offer You

• A comprehensive compensation and benefits package, including medical and dental coverage, pension and 401(k) plans, and paid time off.

• A hybrid model with flexibility – most external client roles work 40‑60% in‑person over the course of engagements.

• A flexible vacation policy; you decide how much time you need based on personal circumstances.

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

EY accepts applications for this position on an on‑going basis. For those living in California, please  for additional information.

EY focuses on high‑ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.

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