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

Service Now - IT Service

ITSM) - Senior - Tech Consulting

EY is looking for a seasoned Service Now Senior Consultant to lead IT Service Management transformation initiatives across a growing portfolio of clients. In a client‑visible, multi‑disciplinary role you will bridge business needs and technical solutions, guiding teams through design, configuration, testing and deployment while ensuring delivery meets requirements.

You will lead Service Now Transformation teams and develop new client relationships, showcasing your ability to motivate stakeholders and deliver high‑quality solutions. Travel may be required to meet clients and understand their needs.

• Interact with business stakeholders to evaluate business models and processes.
• Analyze 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, including design, configuration/development, testing and deployment.
• Manage and mentor a multi‑disciplinary team of 3–5 resources, including offshore consultants and developers.
• Provide guidance and industry‑leading practice expertise for Service Now ITSM process implementations.
• Analyze company capabilities and provide leading practice recommendations.
• 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.
• Experience in waterfall and agile delivery models – including planning, status reporting, budgets and risk logs.
• Create high‑quality deliverables and project artifacts.

• A bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or a related field.
• 2–4 years of relevant Service Now ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of one of:
  Service Now Certified Implementation Specialist – ITSM.
• 3+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills – communication, adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams and supervising others.
• A valid driver’s license 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 individuals who are proactive, innovative, analytical, and eager to contribute to team success. Strong communication and a passion for technology are essential.

• A comprehensive compensation and benefits package: base salary $102,500–$187,900 nationwide (higher in major metros), medical and dental coverage, pension and 401(k), and paid time off.
• A flexible hybrid model: most client‑serving roles work in person 40–60% of the time.
• Flexible vacation policy with EY Paid Holidays, winter/summer breaks, personal/family leave, and other support.

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

If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1‑800‑EY‑HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and…