ServiceNow- ServiceNow AI Architect Manager - Tech Consulting Richmond

Location

Anywhere in Country

Service Now AI Architect Manager

In the digital economy, the role of a Service Now Consulting Manager involves leading Service Now Transformation teams in a rapidly growing area of the business. You will spearhead EY’s AI thought leadership, shaping strategic viewpoints and driving innovation through the design and development of cutting‑edge solutions and assets.

• 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 to obtain results.
• Provide direction and feedback to team members, ensuring successful task completion.
• Build and foster client relationships and demonstrate the value of EY services.
• Lead 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.
• Provide guidance and industry‑leading practice expertise for Service Now AI capabilities such as NOW Assist, Moveworks, and AI Control Tower implementations.
• Configure and integrate LLMs, implement Retrieval‑Augmented Generation (RAG) techniques, and orchestrate AI‑driven transformation within Service Now workflows.
• Lead client process and design sessions and facilitate requirements workshops with functional and/or business‑process subject matter resources.
• Support pre‑sales efforts, including creating proposals and estimates.
• Track and report on project status, budgets, risk, and issue logs in both waterfall and agile delivery models.

• Act as an engagement or workstream lead across all aspects of a Service Now AI project and solution delivery, including design, configuration/development, testing and deployment phases.
• Manage and mentor a multi‑disciplinary team of 5‑10+ resources, including offshore consultants, developers and testers.
• Hands‑on experience configuring AI Search capabilities within the Service Now platform, customizing search relevance and integrating with knowledge‑management systems.
• Deploy and manage NOW Assist Skills Kit, designing, training and optimising AI‑powered virtual agents.
• Configure and integrate Moveworks for automated ticket resolution, leveraging conversational AI and workflow automation.
• Strong foundation in prompt engineering and crafting effective prompts for large language models (LLMs), optimising AI responses for business context.
• Integrate and orchestrate multiple LLMs to enhance solution accuracy, flexibility and scalability within Service Now workflows.
• Implement Retrieval‑Augmented Generation (RAG) techniques for improved information retrieval and contextual AI outputs.
• Understand AI and data architecture concepts, including Model Context Protocol (MCP) and Agent‑to‑Agent (A2A) protocols for secure and efficient system integrations.
• Lead client process and design sessions and facilitate requirements workshops.
• Support waterfall and agile delivery models, including planning, status reporting, budgets and risk/issue logs.
• Create high‑quality deliverables and project artifacts.

• A bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or a related field.
• Typically, no less than 2‑5 years of relevant Service Now NOW Assist implementation experience.
• Experience implementing Service Now’s AI solutions (NOW Assist, Agentic or AI Control Tower).
• Minimum of one of the following Service Now certifications:
  Suite Certification – NOW Assist for ITSM, Suite Certification – NOW Assist for HRSD, Suite Certification – NOW Assist for CSM.
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills – executive communication (written and verbal), adaptability, problem solving, teamwork, relationship building, dependability and organization.
• Experience leading teams and supervising others.
• A driver’s license valid in the U.S.
• Ability to travel to meet client needs.
• Ideally, Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Prior…