ServiceNow -ServiceNow AI Architect Senior Manager - Tech Cons - Open Location

ServiceNow – ServiceNow AI Architect Senior Manager

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 build a better working world.

Opportunity

You will lead ServiceNow Transformation teams in a rapidly growing area of the business. It is a client‑facing role where you will motivate and develop teams, establish and maintain client relationships, and grow your consulting, technical and leadership skills.

It’s a client‑visible role spearheading EY’s AI thought leadership, shaping our strategic point of view and driving innovation through the design and development of cutting‑edge solutions and assets. You will collaborate closely with clients to enable AI‑driven transformation across user experience, agentic workflows, and robust AI governance frameworks. Your responsibilities include leading the build and deployment of AI‑native solutions, partnering with EY’s AI & Data (AI&D) team to define and deliver comprehensive, end‑to‑end AI strategies that address complex business challenges and unlock new opportunities for growth.

Your key responsibilities

• Leading engagement delivery and managing client relationships on a daily basis.
• Accountable for program/project management, ensuring that all objectives are met.
• Developing resource plans and budgets for engagements and managing engagement economics effectively.

Skills and attributes for success

• Drive and support sales activities alongside EY pursuit teams, including developing proposals, engagement estimates and participating in sales presentations.
• Lead and develop strategies for ServiceNow‑enabled transformations, working with senior client executives on developing a business case, transformation roadmap, detailed plans and solution architectures.
• Act as an engagement manager across all aspects of a ServiceNow AI project and solution delivery, including design, configuration/development, testing and deployment phases.
• Manage 2–3 engagements and mentor multi‑disciplinary teams of 10+ resources, including offshore resources (consultants, developers and testers).
• Build and foster client relationships and demonstrate the value of EY services.
• Excellent business acumen with the ability to make fact‑based decisions and resolve conflicts.
• Provide guidance and industry‑leading practice expertise for ServiceNow service management implementations across business functions (non‑IT).
• Analyze a company’s service management functional capabilities—people, process and technology—and provide leading‑practice recommendations and insights to strategic roadmaps.
• Lead client process design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
• Experience in waterfall and agile delivery models, supporting management activities such as planning, status reporting, budgets, and risk and issue logs.
• Create high‑quality deliverables and project artifacts.
• Expertise in ServiceNow AI capabilities, including NOW Assist, Moveworks and AI Control Tower.
• Demonstrated experience designing and implementing multi‑LLM architectures using various large language models.
• Proficiency in developing and optimizing data pipelines for AI‑driven solutions.
• Skill in prompt engineering and Retrieval‑Augmented Generation (RAG) techniques for improving AI accuracy and relevance.
• Advanced knowledge of multi‑agent system design and agentic workflow implementation.
• Hands‑on experience with MCP servers and Agent‑to‑Agent protocols for automating end‑to‑end AI processes.

To qualify for the role you must have

• Bachelor’s degree required (4‑year degree); Master’s degree preferred.
• Typically, no less than 5–7 years of relevant ServiceNow implementation experience and/or equivalent platform implementation experience.
• Typically, no less than 2–5 years of relevant ServiceNow NOW Assist implementation experience.
• Experience implementing ServiceNow’s AI solutions (Now Assist, Agentic or AI Control Tower).
• Minimum of one of the following ServiceNow certifications:
  • Suite Certification – NOW Assist for ITSM
  • Suite Certification – NOW Assist for HRSD
  • Suite Certification – NOW Assist for CSM
• 5–7 years of Big 4 or equivalent consulting experience, preferably at the Senior Manager or Director level.
• Excellent consulting and interpersonal skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Ability to effectively develop presentations, functional and technical roadmaps and present ideas and proposals to all levels of management and technical expertise.
• Experience with defining contextual, conceptual, and logical models that align both business and technical capabilities to explain the architecture.
• Experience leading teams and supervising others.
• A driver’s licence valid in the U.S. (United States).
• Ability to travel to meet client needs (up to 60%).

Ideally, you will also have

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Prior experience implementing Moveworks capabilities is highly desired.

What we look for

We are interested in intellectually curious people, with a genuine passion for finding and implementing innovative ways to nurture growth. You will also need excellent communication and negotiation skills, and the ability to express big ideas to senior leaders, often without technical backgrounds.

What we offer you

• We offer a comprehensive compensation and benefits package where you will be rewarded based on your performance and recognized for the value you bring to the business. The base salary range in all geographic locations in the U.S. is $171,600 to $392,100. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $205,900 to $445,700. 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 is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. 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. 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.