ServiceNow -Enterprise Service Management; ESM Senior Consultant - Tech Consulting

Service Now
-Enterprise Service Management (ESM) Senior Consultant - Tech Consulting - Open Location

Join EY as a Service Now Senior Consultant – Enterprise Service Management (ESM) and help shape the future with confidence.

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 build a better working world.

In the digital economy, it takes more than good ideas and strong leadership to thrive. Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment. That’s why some of the most prestigious businesses worldwide look to us for authoritative, agile, and efficient solutions for business decision‑making. As a Service Now Senior Consultant you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, in which you’ll showcase your ability to motivate and develop your team as well as establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.

• Engage with clients and internal teams to ensure successful project delivery, applying analytical thinking and problem‑solving skills.
• 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 Service Now ESM/GBS (HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay) engagements and solution delivery.
• 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 ESM/GBS process implementations.
• Analyze a company’s ESM/GBS people, process and technology capabilities, provide leading‑practice recommendations and contribute insights to strategic roadmaps.
• Lead client process and design sessions and facilitate requirements workshops.
• Experience in waterfall and agile delivery models, including planning, status reporting, budgeting 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 discipline.
• Typically 2–4 years of relevant Service Now project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of one of the following Service Now certifications:
  • Service Now Certified Implementation Specialist – HR Service Delivery
  • Service Now Certified Implementation Specialist – Customer Service Management
  • Service Now Certified Implementation Specialist – Field Service Management
• 3+ 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.
• A driver’s license valid in the U.S.
• Ability to travel to meet client needs.

• Performance analytics and reporting experience – certifications are a plus.
• Source to Pay, Employee Center, Legal Service Delivery and Workplace Service Delivery experience – certifications are a plus.
• Experience in Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

We seek individuals who are proactive, innovative, and eager to contribute to team success. Top performers demonstrate strong analytical skills, excellent communication and a…