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

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

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 to build a better working world.

You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It is a client‑visible role in which you will have opportunities to showcase your ability to motivate and develop your team, develop new client relationships, build consulting and leadership skills, and shape your career.

• Interacting with business stakeholders to evaluate business models and processes.
• Analyzing newly implemented technology solutions to verify they meet business requirements.
• Collaborating with technical teams to design and deliver system‑architecture solutions.

• Act as a workstream lead across all aspects of a Service Now ITSM project and solution delivery including design, configuration/development, testing and deployment phases.
• Manage and mentor a multi‑disciplinary team of 3‑5 resources, including offshore resources.
• Provide guidance and industry‑leading practice expertise for Service Now ITSM process implementations.
• Analyze a company’s people, process and technology capabilities, provide recommendations and contribute insights to strategic roadmaps.
• 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 with functional and/or business process subject‑matter resources.
• Experience in waterfall and agile delivery models – including managing planning, status reporting, budgets and risk and issue logs.
• Create high‑quality deliverables and project artifacts.
• Minimum of 1 of the following Service Now certifications:
• Service Now Certified Implementation Specialist – ITSM

• A bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, no less than 2‑4 years of relevant Service Now ITSM project experience.
• Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• 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.
• Driver’s license valid 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 and eager to contribute to team success. Top performers are those who demonstrate strong analytical skills, effective communication and a passion for technology and its business impact.

• We offer a comprehensive compensation and benefits package, with a base salary range for the US between $102,500 and $187,900. The range for New York City Metro Area, Washington State and California (excluding Sacramento) is $122,900 to $213,400. Individual salaries are determined by education, experience, skills and geography. The Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Join a team‑led and leader‑enabled hybrid model. Most people in external, client‑serving roles work together in person 40–60% of the time over the course of an engagement.
• Under a flexible vacation policy you decide how much vacation time you need based on your circumstances. You are also granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care and other leaves of…