ServiceNow- ServiceNow AI Architect Manager - Tech Consulting

Location:

Anywhere in Country

In the digital economy, upgrading outdated processes, systems and information is vital. As a Service Now Consulting Manager you’ll play a leading role in providing the competitive edge our clients need to overcome creative and technical challenges.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, 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.

• 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.

• 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.
• Ability to manage and mentor a multi‑disciplinary team of 5‑10+ resources including offshore resources.
• Ability to 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 AI capabilities such as NOW Assist, Moveworks, AI Control Tower implementations.
• 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.
• Ability to 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 supporting management activities such as planning, status reporting, budgets and risk and issue logs.
• Ability to support pre‑sales efforts including creating proposals and estimates.
• Ability to create high quality deliverables and project artifacts.

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• 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 1 of the following Service Now certifications:
• Suite Certification – NOW Assist for ITSM.
• Suite Certification – NOW Assist for HRSD.
• Suite Certification – NOW Assist for CSM.
• 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 driver’s license valid in the U.S.
• Ability to travel to meet client needs.

• Service Now Certified Master Architect (CMA) or…