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

Overview

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.

ServiceNow Senior Consultant – IT Service Management (ITSM)

Responsibilities

You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client-visible role, with opportunities to motivate and develop your team and establish and maintain client relationships. You will engage with clients and internal teams to ensure successful project delivery, apply analytical thinking to solve problems, and travel as needed to meet client needs. 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

You’ll serve a wide portfolio of clients, with a focus on improving ITSM processes (e.g., Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management) and exploring how AI can streamline delivery.

• Act as a workstream lead across all aspects of a ServiceNow ITSM project and solution delivery, including design, configuration/development, testing and deployment
• Ability to manage and mentor a multi-disciplinary team of 3-5 resources including offshore resources
• Provide guidance and industry-leading practice expertise for ServiceNow ITSM process implementations
• Analyze an organization’s people, process, and technology capabilities and contribute to strategic roadmaps
• Advise on the connectivity of the CMDB and ITOM to ITSM processes
• Lead client process and design sessions and facilitate requirements workshops
• Experience in waterfall and agile delivery models, including planning, status reporting, budgets, and risk/issue logs
• Create high-quality deliverables and project artifacts

Qualifications

To qualify for the role, you must have:

• A bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or similar
• Typically, 2-4 years of relevant ServiceNow ITSM project experience
• ServiceNow CSA or 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, 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 CMA or CTA
• Performance analytics and reporting experience
• ServiceNow Certified Implementation Specialist – Data Foundations or HAM or SAM
• Experience in ServiceNow 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 demonstrate strong analytical skills, effective communication, and a passion for technology and its impact on business.

What We Offer You

• Comprehensive compensation and benefits package with base salary ranges, medical and dental coverage, pension/401(k), and paid time off. Salary ranges vary by geographic location.
• Hybrid work model with most client-serving roles expected to work 40-60% in person.
• Flexible vacation policy and paid holidays, with additional leave options to support well-being.

EY focuses on equal employment opportunities and is committed to reasonable accommodation for qualified individuals with disabilities. For inquiries, contact EY Talent Shared Services.