Technical Manager - ServiceNow

Overview

At EY, we’re all in to shape your future with confidence. 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.

The opportunity We’re looking for a Service Now Manager who is experienced at working with a wide range of client stakeholders in software application development space. This confident and articulate communicator is comfortable in front of external and internal stakeholders, operating as a trusted adviser able to lend guidance to clients. The right candidate is a quick study, who thrives in an environment of continual change.

They have demonstrable experience in Service Now implementation and process improvement initiatives. Being an adaptable, resilient self-starter who is able to remain laser-focused on high-quality deliverables will set you up for success. Familiarity with IT service management, ITIL framework and Service Now platform is essential to be successful in this role. 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.

• The Manager is the functional and technical expert.
• Work on Service Now-based projects which includes designs, code reviews, best practices, solution advice etc.
• Act as a trusted advisor to our clients as well as our engagement team to provide delivery leadership and participate in or lead business development activities, from opportunity identification, qualification, scoping, solutioning, proposal writing, presentations and demonstrations.
• Work closely with clients, business stakeholders, and technical teams to understand requirements, design solutions, and deliver successful implementations and develop long-term relationships and networks both internally and externally.
• Design and implement complex solutions to meet customer requirements and configure and implement custom applications/modules.
• Participate in workshops with customers to assess current processes and establish future-state processes and provide oversight and unit testing of code developed by partner or customer employees.
• Advise customers on how to take advantage of the Service Now Platform capabilities to improve their business processes.
• Guide customers in completing required documentation such as business requirement workbooks for technical aspects of the solution.
• Maintain skills/certifications on CSM (Customer Service Management) and/or FSM (Field Services Management) and/or Industry product offerings such as Telecommunications, Financial Services, Health Care and Life Sciences.

• 5+ years of experience in business and/or technical management of requirements and delivery of projects as a Manager/ Business Consultant / Business Development, Development / Pre-sales, and/or Project/Program Manager.
• A deep understanding and knowledge of implementing Service Now solutioning.
• Strong connections in the market to establish and expand the Service Now practice.
• Worked across various stakeholder groups including end users, functional teams, operations, infrastructure and more to transfer knowledge and resolve problems.
• Built long-term business relationships with senior client personnel and executives through engagements and networking.
• Worked with senior firm leaders to understand, enhance and integrate service offerings across service lines.
• Knowledge of the Service Now platform as well as experience delivering Service Now implementations is a requirement.
• Strong experience and skillsets in selling Service Now and service offerings to potential clients / customers, and the necessary knowledge and technical knowhow in working with customers and delivery team.
• Experience with related Service Now knowledge base platforms and documentation is considered a plus.

• Minimum 4-8 years of experience in software…