ServiceNow - ServiceNow IT Service Management (ITSM) - Senior -Tech Cons - Open Location

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. 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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in such a rapidly changing environment.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 ServiceNow 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 around. The opportunity You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also 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. As a Senior Technology Analyst, you will play a pivotal role in bridging the gap between business needs and technical solutions. You will interact with business stakeholders to gather and analyze requirements, ensuring that newly implemented technology solutions meet their needs. Your collaboration with technical teams will be essential in designing and delivering effective system architecture solutions. Your key responsibilities In this role, you will spend your time engaging with clients and internal teams to ensure successful project delivery. You will face challenges that require analytical thinking and problem-solving skills, providing you with opportunities to learn and grow in a dynamic environment. This position may require regular travel to meet with clients, allowing you to build relationships and understand their needs better. Key responsibilities include: 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. Skills and attributes for success Here, you’ll serve a wide portfolio of clients - each with their own backgrounds, strengths, and ambitions, so no two days will be the same. That could mean working to improve our customers’ ITSM processes (e.g., Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management) or evaluating how AI can streamline delivery. Wherever you find yourself, you’ll be making a visible impact on projects that cross borders and challenge conventional wisdom to encourage transformation. Act as a workstream lead across all aspects of a ServiceNow ITSM project and solution delivery including but not limited to design, configuration/development, testing and deployment phases Ability to manage and mentor a multi-disciplinary team of 3-5 resources including offshore resources (e.g., consultants, developers, and testers) Provide guidance and industry leading practice expertise for ServiceNow ITSM process implementations, including how specific business objectives can be met through process and technology transformation Ability to analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps Ability to advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes Current knowledge of ServiceNow AI capabilities for ITSM, including Now Assist, Virtual Agent, Predictive Intelligence, AI Search, AI Agents, and AI Control Tower Ability to identify and advise clients on practical AI-enabled ITSM use cases, including incident triage, ticket summarization, knowledge recommendations, self-service automation, and service desk productivity Ability to translate ServiceNow AI capabilities into measurable business outcomes, including faster resolution, improved employee experience, reduced manual effort, and stronger service operations Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs Ability to create high quality deliverables and project artifacts To qualify for the role, you must have A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline Typically, no less than 2 - 4 years relevant ServiceNow ITSM project experience ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD) Minimum of 1 of the following ServiceNow certifications: ServiceNow Certified Implementation Specialist – ITSM 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 Ideally, you’ll also have ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA) Performance analytics and reporting experience – certifications are a plus ServiceNow Certified Implementation Specialist – Data Foundations or HAM or SAM Experience in ServiceNow’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower) What we look for We seek individuals who are proactive, innovative, and eager to contribute to team success. Top performers are those who demonstrate strong analytical skills, the ability to communicate effectively, and a passion for technology and its impact on business. What we offer you At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more . We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $102,500 to $187,900. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $122,900 to $213,400. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. EY accepts applications for this position on an on-going basis. EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities. EY | Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories. EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, 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 finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at View email address on click.appcast.io . #J-18808-Ljbffr Ernst & Young Oman