ServiceNow- ServiceNow AI Architect Manager - Tech Consulting

Position: ServiceNow- ServiceNow AI Architect Manager - Tech Consulting - Open Location
Location:

Anywhere in Country

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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 to build a better working world.

** Service Now-*
* ** Service Now AI Architect Manager*
* In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems and information is vital - but can be a risky investment in such a rapidly changing environment. That's why some of the most prestigious businesses worldwide look to us for authoritative, agile, and efficient solutions for business decision-making. As a Service Now Consulting Manager you'll play a leading role in that mission, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges around.

** The opportunity*
* 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. You will collaborate closely with our clients to enable AI-driven transformation across user experience, agentic workflows, and robust AI governance frameworks.

Your responsibilities will 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.

** Your key responsibilities*
* As a Manager in Application Design and Development, you will lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management. This role presents exciting challenges and opportunities for growth, allowing you to apply your expertise in guiding others and recommending quality solutions. You will engage regularly with external clients, actively participating in working sessions and leading work streams from planning through execution and closure.

Travel may be required as needed by external clients.

+ 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.

** Skills and attributes for success*
* Here, you'll serve a wide portfolio of clients - each with their own backgrounds, strengths, and ambitions, so no two days will be the same. That could mean working to improve our customers' AI capabilities on the Service Now platform or evaluating how AI can streamline delivery. Wherever you find yourself, you'll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation.

+ Act as an engagement or workstream lead across all aspects of a Service Now AI project and solution delivery including but not limited to design, configuration/development, testing and deployment phases

+ Ability to manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources (e.g., consultants, developers, and testers)

+ 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, including how specific business objectives can be met through process and AI driven transformation

+ 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…