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

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

Location: Anywhere in Country

In the digital economy, upgrading outdated processes, systems and information is vital. EY is seeking a Service Now Senior Consultant who will play a leading role in this mission, delivering competitive edge for clients and overcoming creative and technical challenges.

• Lead Service Now Transformation teams in a rapidly growing area, being client‑visible and driving relationship growth.
• Engage with clients and internal teams to ensure successful project delivery, including regular travel to meet client needs.
• Interact with business stakeholders to evaluate business models and processes.
• Analyze newly implemented technology solutions to verify alignment with 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 engagements and solution delivery.
• Manage and mentor a multidisciplinary team of 3‑5 resources, including offshore consultants, developers and testers.
• Provide guidance and industry‑leading practice for Service Now ESM/GBS process implementations.
• Analyze a company’s ESM/GBS people, process and technology capabilities, deliver recommendations and contribute to strategic roadmaps.
• Lead client process and design sessions; facilitate requirements workshops with functional and business subject‑matter experts.
• Experience with waterfall and agile delivery models, including planning, status reporting, budget and risk/issue logs.
• Create high‑quality deliverables and project artifacts.

• Bachelor’s degree, preferably in Computer Science, Information Systems, Engineering or a related discipline.
• 2‑4 years of relevant Service Now project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• At least one of the following Service Now certifications:
  Implementation Specialist – HR Service Delivery
  , Implementation Specialist – Customer Service Management
  , or Implementation Specialist – Field Service Management
  .
• 3+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills: communication (written and verbal), adaptability, problem‑solving, teamwork, relationship building, dependability and organization.
• Experience leading and supervising teams.
• Valid driver’s license in the U.S.
• Willingness to travel to meet client needs.

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

Individuals who are proactive, innovative and eager to contribute to team success. Top performers demonstrate strong analytical skills, effective communication and a passion for technology’s impact on business.

We provide a comprehensive compensation and benefits package, reward performance, medical and dental coverage, pension and 401(k) plans and a range of paid time off options. Benefits include:

• Base salary range for U.S. locations: $102,500‑$187,900; for NYC, Washington, and California: $122,900‑$213,400.
• A flexible hybrid model: most external client‑serving roles work 40‑60% in‑person during engagements.
• A flexible vacation policy that allows you to decide how much time off you need based on personal circumstances, along with EY Paid Holidays, Winter/Summer breaks, and other leaves of absence.

EY accepts applications for this position on an on‑going basis. For employees living in California, additional information is available via the provided link. EY focuses on high‑ethical standards and integrity and expects all candidates to demonstrate these qualities.

EY provides equal employment opportunities and is committed to providing reasonable accommodation to qualified individuals with disabilities. If you need assistance applying online or request an accommodation during the application process, call 1‑800‑EY‑HELP3 and select option 2 for candidate‑related inquiries, then option 1 for candidate queries, and finally option 2 for candidates with an inquiry, which will route you to EY’s Talent Shared Services Team (TSS).

Alternatively, email the TSS at