ServiceNow-ServiceNow-Technical Lead-Manager

Service Now-Service Now-Technical Lead-Manager

Other locations:
Anywhere in Country

Date:
Feb 9, 2026

Requisition

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

As part of our EY GDS-Service Now team, you will work to solve client problems using Service Now platform. You will get an opportunity to work with high quality team. You will get an opportunity to build innovating product which solves client’s problem.

We’re looking for Manager with expertise in Service Now Implementation to join the EY GDS Service Now. This is a fantastic opportunity to be part of a leading firm whilst being instrumental in the growth.

The Solution Architect is responsible for the overall design, mapping of client business requirements and ensuring smooth project delivery. The role is required to work with clients to assess current state processes and tools, identify Service Now platform solution options, define Service Now solution requirements, determine and define integration requirements, and develop overall architecture and implementation plans.

We are seeking a highly experienced Service Now Manager with 8-10 years of expertise to lead our Service Now initiatives. The ideal candidate will possess a strong background in integration, UI Builder, Playbook, and CIS-CSM, along with in-depth knowledge of dispute management and Financial Services Operations (FSO). This role will involve strategic oversight, team leadership, and the delivery of high-quality Service Now solutions that align with our business objectives.

• Lead and manage the Service Now development team, providing guidance and mentorship to ensure high‑quality deliverables and professional growth.
• Oversee the design, configuration, and customization of the Service Now platform, focusing on integration, UI Builder, and Playbook functionalities to enhance user experience and operational efficiency.
• Develop and implement service request fulfilment workflows, leveraging CSM capabilities to streamline customer service processes and improve dispute management.
• Drive the architecture and execution of integrations with third‑party systems, ensuring seamless data flow and process automation across the organization.
• Collaborate with business stakeholders to gather detailed specifications and deliver high‑quality products/releases that align with business objectives. Create and maintain comprehensive technical specifications documentation.
• Manage data loading, manipulation, and maintenance between Service Now and other systems, ensuring data integrity and compliance with business requirements.
• Work closely with business liaisons to design and optimise dashboards, home pages, performance analytics data collectors, and reports that provide actionable insights for decision‑making.
• Analyse user stories and internal procedures to enhance system capabilities, automate workflows, and address scheduling limitations throughout the development and delivery of Service Now releases.
• Conduct thorough system and integration testing with both sample and live data, ensuring adherence to best practices and high‑quality standards.
• Stay updated on the latest Service Now features and industry trends, providing strategic recommendations for continuous improvement and innovation.

• 8-10 years of experience in Service Now development and administration, with a strong focus on integration, UI Builder, Playbook, and CSM.
• Proven expertise in dispute management processes and Financial Services Operations (FSO).
• Strong understanding of Service Now modules, functionalities, and best practices.
• Excellent leadership and team management skills, with a track record of successfully leading projects and initiatives.
• Strong analytical and problem‑solving skills with a focus on delivering business value.
• Exceptional communication and…