ServiceNow -ServiceNow Enterprise Service Mgmt; ESM - Manager - Tech Cons

Job Overview

Location:

Anywhere in Country.

As a Service Now Consulting Manager at EY, you will lead Service Now Transformation teams in a rapidly growing area of the business. This client‑visible role offers opportunities to showcase your ability to motivate and develop teams, establish and maintain client relationships, and grow your consulting and leadership skills.

• Lead workstream delivery and ensure effective management of processes and solutions.
• Track deliverable completion and project status, ensuring alignment with performance objectives.
• Actively participate in client working sessions, leading work streams from planning through execution and closure.

• Act as an engagement or workstream lead across all aspects of a Service Now HRSD 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.
• Build and foster client relationships and demonstrate the value of EY services.
• Apply excellent business acumen to make fact‑based decisions and resolve conflicts.
• Provide guidance and industry‑leading practice expertise for Service Now HRSD process implementations, including how specific business objectives can be met through process and technology transformation.
• Demonstrate knowledge of Service Now’s latest AI‑enabled HRSD and employee experience capabilities, including Now Assist for HRSD, Employee Works, and Employee Slate, and how they improve employee self‑service, HR case resolution, onboarding, and lifecycle event delivery.
• Shape AI‑enabled HRSD use cases that leverage Employee Works as a conversational AI front door and Employee Slate as a personalized employee experience layer to help employees find answers, complete requests, manage tasks, and engage with HR services through natural language.
• Advise clients on responsible AI adoption in HRSD, covering governance, data and knowledge readiness, security/privacy, workflow design, human‑in‑the‑loop controls, adoption strategy, and value measurement.
• Analyze a company’s 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 with functional and business process subject matter resources.
• Support delivery in waterfall and agile models, including planning, status reporting, budgets, and risk/issue logs.
• Support pre‑sales efforts, including creating proposals and estimates.
• Create high‑quality deliverables and project artifacts.

• A bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering, or a related discipline.
• Typically, no less than 4-6 years of relevant Service Now HRSD 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
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills – executive 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.

• Service Now Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Performance analytics and reporting experience – certifications are a plus.
• Employee Center and Workplace Service Delivery experience – certifications are a plus.
• Experience with Service Now’s AI solutions (Now Assist, Agentic, AI Control Tower).

We seek individuals who are not only technically proficient but also possess the qualities of a leader. Top performers are proactive, adaptable, and committed to continuous improvement. They thrive in collaborative environments and are passionate about delivering exceptional results for clients.

We offer a comprehensive compensation…