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

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

EY invites you to apply for the Senior Consultant – IT Service Management (ITSM) role. The position is open nationwide, and applicants may need to travel for client engagements. This is a client‑visible, team‑lead role focused on Service Now transformation.

As a Service Now Senior Consultant, you will guide teams through the design, configuration, testing, and deployment of Service Now ITSM solutions. You will collaborate with business stakeholders to capture and analyze requirements, ensuring that solutions align with customer objectives. Your work will shape how clients manage incidents, problems, changes, catalog, and knowledge, and you may also explore AI enhancements.

• Engage with business stakeholders to evaluate models and processes.
• Analyze technology implementations to verify they meet business requirements.
• Collaborate with technical teams to design and deliver system architecture solutions.
• Lead client process and design sessions and facilitate requirements workshops.
• Manage and mentor a multi‑disciplinary team of 3‑5 resources, including offshore consultants, developers, and testers.
• Plan and report on project status, budgets, risks, and issues using waterfall and agile delivery models.
• Create high‑quality deliverables and project artifacts.

• Lead all aspects of Service Now ITSM project delivery, including design, configuration/development, testing, and deployment.
• Manage and mentor a team of 3‑5 resources.
• Provide guidance on Service Now ITSM process implementations and technology transformation.
• Analyze organizational capabilities and recommend best practices.
• Advise on CMDB and IT Operations Management (ITOM) connectivity to ITSM processes.
• Facilitate requirements workshops with function or business process subject matter experts.
• Experience in waterfall and agile delivery models, planning, status reporting, budgets, risk and issue logs.

• Bachelor’s degree preferably in Computer Science, Information Systems, Engineering, or related field.
• 2–4 years of relevant Service Now ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• At least one of:
  Service Now Certified Implementation Specialist – ITSM, or equivalent.
• 3+ years of Big‑4 or equivalent consulting experience.
• Excellent communication, adaptability, problem‑solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams.
• Valid U.S. driver’s license.
• Willingness and ability to travel as needed.

• 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 with Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

Proactive, innovative, analytical, and communicative individuals who thrive in team environments and are eager to contribute to business success.

• A comprehensive compensation and benefits package with base salary ranging from $102,500 to $187,900 nationwide, with higher ranges in key metro areas. Total Rewards includes medical, dental, pension, 401(k), and numerous paid time‑off options.
• A hybrid model allowing 40–60% in‑person collaboration for client‑serving roles.
• A flexible vacation policy tailored to personal circumstances, plus designated EY Paid Holidays, holiday breaks, and additional leave options.

EY is an equal‑employment‑opportunity organization. We provide reasonable accommodation to qualified individuals with disabilities. Candidates may contact 1‑800‑EY‑HELP3 for assistance.

EY accepts applications on an ongoing basis. Applicants residing in California may review additional information through the provided link. For assistance navigating the application, contact the EY Talent Shared Services Team at