ServiceNow -Enterprise Service Management; ESM Manager - Tech Consulting

Service Now Enterprise Service Management (ESM) Manager – Tech Consulting – Open Location

EY is looking for a Service Now ESM Manager to lead transformation teams and deliver business value across enterprise and global business services. The role is remote based with regular travel to meet client needs.

• Lead Service Now transformation work streams and ensure delivery of processes and solutions.
• Track deliverable completion and project status, aligning with performance objectives.
• Participate in client working sessions, leading work streams from planning through execution and closure.
• Interact with business stakeholders to evaluate models, processes, and operations and translate requirements into technical specifications.
• Analyze new technology solutions to ensure they meet business requirements and collaborate with technical teams to design system architecture.

• Manage and mentor a multi‑disciplinary team of 5‑10+ resources, including offshore consultants and developers.
• Build and foster client relationships and demonstrate the value of EY services.
• Excellent business acumen, fact‑based decision making, and conflict resolution.
• Provide guidance and industry leading practice expertise for Service Now ESM/GBS process implementations.
• Lead client process design sessions and facilitate requirements workshops.
• Experience in waterfall and agile delivery models, including status reporting, budgets, and risk logs.
• Support pre‑sales efforts and create high quality deliverables.

• Bachelor’s degree in Computer Science, Information Systems Management, Engineering or related discipline.
• 4‑6 years of Service Now project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of two additional Service Now certifications (e.g., HR Service Delivery, Customer Service Management, Field Service Management).
• 5+ years of consulting experience in a Big 4 or equivalent firm.
• Strong soft skills: executive communication, adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Valid driver’s license.
• Ability to travel to meet client needs.

• Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Performance analytics and reporting experience.
• Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery experience.
• Experience with Service Now AI solutions (Now Assist, Agentic, AI Control Tower).

Base salary range for this role in the United States is $142,600 to $261,500. Additional benefits include medical and dental coverage, pension and 401(k) plans, and paid time off. EY offers a flexible hybrid work model and a inclusive culture of global teamwork.

EY accepts applications for this position on an ongoing basis. Apply today to shape your future with confidence.

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis. EY is committed to providing reasonable accommodation to qualified individuals with disabilities.