ServiceNow - IT Service Management; ITSM - Senior - Tech Consulting

Service Now - IT Service Management (ITSM) - Senior - Tech Consulting - Open Location

Location:

Anywhere in Country

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.

As a Service Now Senior Consultant you’ll play a leading role in providing authoritative, agile, and efficient solutions for business decision‑making. Your work will be client‑visible, and you will have opportunities to showcase your ability to motivate and develop your team, establish new client relationships, and grow your consulting and team‑leadership skills.

You will bridge the gap between business needs and technical solutions by gathering and analysing requirements, ensuring technology meets stakeholder expectations, and collaborating with technical teams to design and deliver effective system architecture solutions.

• Interact with business stakeholders to evaluate business models and processes.
• Analyse newly implemented technology solutions to verify they meet business requirements.
• Collaborate with technical teams to design and deliver system architecture solutions.

• Act as a workstream lead across all aspects of a Service Now ITSM project and solution delivery including design, configuration/development, testing and deployment phases.
• Manage and mentor a multi‑disciplinary team of 3–5 resources, including offshore consultants, developers, and testers.
• Provide guidance and industry‑leading practice expertise for Service Now ITSM process implementations, including how specific business objectives can be met through process and technology transformation.
• Analyse a company’s people, process, and technology capabilities, provide leading practice recommendations, and contribute insights to strategic roadmaps.
• Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
• Lead client process and design sessions and facilitate requirements workshops with functional and/or business process subject‑matter resources.
• Experience in waterfall and agile delivery models – including planning, status reporting, budgeting, and risk and issue logging.
• Create high‑quality deliverables and project artifacts.

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or a similar discipline.
• No less than 2–4 years of relevant Service Now ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• One of the following Service Now certifications:
  • Service Now Certified Implementation Specialist – ITSM
• Three or more years of Big 4 or equivalent consulting experience.
• Excellent soft skills – communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams and supervising others.
• Driver’s license valid in the U.S.
• Ability to travel to meet client needs.

• Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Performance analytics and reporting experience – certifications are a plus.
• Service Now Certified Implementation Specialist – Data Foundations, HAM, or SAM.
• Experience in Service Now’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower).

We seek proactive, innovative individuals who are eager to contribute to team success. Top performers demonstrate strong analytical skills, effective communication, and a passion for technology and its impact on business.

• A comprehensive compensation and benefits package. The base salary range for all geographic locations in the U.S. is $102,500 to $187,900. In New York City, Washington State, and California (excluding Sacramento) the range is $122,900 to $213,400. Total Rewards includes medical and dental coverage, pension and 401(k) plans, and paid time off options.
• A team‑led and leader‑enabled hybrid model. Most client‑serving roles…