ServiceNow - ServiceNow AI Architect Manager - Tech Con - Open Location

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ServiceNow AI Architect Manager

As a ServiceNow Consulting Manager, you will lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client‑visible role where you will spearhead 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 will include building and deploying 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

• Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area.
• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• Provide direction and feedback to team members, ensuring successful task completion.

As a Manager in Application Design and Development, you will lead the effective management and delivery of processes, solutions, and projects, ensuring a strong focus on quality and risk management. This role presents exciting challenges and opportunities for growth, allowing you to apply your expertise in guiding others and recommending quality solutions. You will engage regularly with external clients, actively participating in working sessions and leading workstreams from planning through execution and closure. Travel may be required as needed by external clients.

Skills and attributes for success

• Act as an engagement or workstream lead across all aspects of a ServiceNow AI 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 staff such as consultants, developers, and testers.
• Build and foster client relationships and demonstrate the value of EY services.
• Maintain excellent business acumen with the ability to make fact‑based decisions and resolve conflicts.
• Provide guidance and industry‑leading practice expertise for ServiceNow AI capabilities such as NOW Assist, Moveworks, AI Control Tower implementations, including how specific business objectives can be met through process and AI‑driven transformation.
• Hands‑on experience configuring AI Search capabilities within the ServiceNow platform, customising search relevance and integrating with knowledge management systems.
• Expertise in deploying and managing NOW Assist Skills Kit, including designing, training and optimising AI‑powered virtual agents for tailored user experiences.
• Proven ability to configure and integrate Moveworks for automated ticket resolution, leveraging conversational AI and workflow automation across enterprise environments.
• Strong foundation in prompt engineering, including crafting effective prompts for large language models (LLMs) and optimising AI responses for business context.
• Demonstrated experience integrating and orchestrating multiple LLMs to enhance solution accuracy, flexibility, and scalability within ServiceNow workflows.
• Practical knowledge in implementing Retrieval‑Augmented Generation (RAG) techniques for improved information retrieval and contextual AI outputs.
• Familiarity with foundational AI and data architecture concepts, including Model Context Protocol (MCP) and Agent‑to‑Agent (A2A) protocols for secure and efficient system integrations.
• 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 supporting management activities such as planning, status reporting, budgets and risk and issue logs.
• Support pre‑sales efforts including creating proposals and estimates.
• 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 a similar discipline.
• 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+ 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 valid driver’s license 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).
• Prior experience implementing Moveworks capabilities (highly desired).

What we offer you

• A comprehensive compensation and benefits package where you’ll be rewarded based on performance and recognized for the value you bring to the business. The base salary range for this role in all geographic locations in the U.S. is $142,600 to $261,500. In the New York City Metro Area, Washington State, and California (excluding Sacramento) the range is $171,200 to $297,200. Salaries are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography.
• Medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• A hybrid model where most external, client‑serving roles work together in person 40–60% of the time over the course of an engagement, project or year.
• A flexible vacation policy that allows you to decide how much vacation time you need based on your personal circumstances, plus time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care and other leaves of absence.

EY is committed to providing reasonable accommodation to qualified individuals with disabilities, including veterans with disabilities. If you have a disability and need assistance applying online or request an accommodation during any part of the application process, please call 1‑800‑EY‑HELP3, select Option 2 for candidate related inquiries, then Option 1 for candidate queries and finally Option 2 for candidates with an inquiry. Alternatively, email the TSS at View email address on click.appcast.io.

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.