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

Location: Anywhere in Country 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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in a rapidly changing environment.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 Consulting Manager 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. The opportunity You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, where 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 grow your consulting and team‑leadership skills, and build relationships and obtain experiences that will define your career. In this role you will interact with business stakeholders to evaluate business models, processes and operations. You will gather, understand and analyze business requirements, translating them into technical specifications. You will also analyze newly implemented technology solutions to ensure they meet business requirements and collaborate with technical teams to design and deliver system architecture solutions. Your key responsibilities As a Manager in Technology Analysis, you will play a pivotal role in managing and delivering complex technical initiatives. You will face challenges that require innovative problem‑solving and analytical skills, providing you with opportunities to grow and learn in a dynamic environment. This role includes regular travel required to meet client needs. 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 workstreams from planning through execution and closure. Skills and attributes for success Here, you’ll serve a wide portfolio of clients – each with its own backgrounds, strengths, and ambitions. That could mean working to improve our customers’ ITSM processes (incident management, problem management, change management, service catalog, knowledge management) or evaluating how AI can streamline delivery. Wherever you find yourself, you’ll make a visible impact on projects that cross borders and challenge conventional wisdom. Act as an engagement or workstream lead across all aspects of a ServiceNow ITSM project and solution delivery including design, configuration/development, testing and deployment phases. Ability to manage and mentor a multi‑disciplinary team of 5‑10+ resources, including offshore consultants, developers and testers. Ability to 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 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 such as 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 support pre‑sales efforts including creating proposals and estimates. 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 a similar discipline. Typically, no less than 4‑6 years of relevant ServiceNow ITSM project experience. ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD). Minimum of one of the following ServiceNow certifications: ServiceNow Certified Implementation Specialist – IT Service Management. 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 licence 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 (Now Assist, Agentic, AI Control Tower). What we look for We seek individuals who are technically proficient and 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. What we offer you At EY, we’ll provide you with future‑focused skills and equip you with world‑class experiences. We’ll empower you in a flexible environment and fuel your extraordinary talents in a diverse and inclusive culture of globally connected teams. We offer a comprehensive compensation and benefits package based on performance. The base salary range for this role in all U.S. locations is $142,600 to $261,500. In the New York City metro area, Washington State and California (excluding Sacramento) it ranges from $171,200 to $297,200. Individual salaries within those ranges depend on education, experience, knowledge, skills and geography. The Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off. Join our team‑led and leader‑enabled hybrid model. We expect most people in external, client‑serving roles to work 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 personal circumstances. You’ll also receive time off for designated EY Paid Holidays, winter/summer breaks, personal/family care and other leaves of absence. EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, pregnancy, genetic information, national origin, protected veteran status, disability status or any other legally protected basis, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities. If you have a disability and need assistance applying online or requesting 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