ServiceNow IT Operations Management (ITOM) Consulting Manager

Overview

In today's digital economy, thriving requires more than just great ideas and effective leadership. Transforming outdated processes and systems is critical yet can be a complex endeavor. At EY, we provide agile and impactful solutions to empower business decision-making. As a ServiceNow Consulting Manager, you will lead transformation teams that give our clients a competitive advantage and resolve intricate technical challenges.

Key Responsibilities

• Oversee the management and delivery of processes, solutions, and projects within ServiceNow ITOM and CMDB, ensuring quality and effective risk management.
• Interact regularly with external clients, leading workstreams from planning through to execution and closure.
• Develop innovative solutions for complex problems while recommending policy changes and establishing impactful procedures.
• Use sound judgment to select appropriate methods, techniques, and evaluation criteria for achieving excellent results.
• Guide and provide constructive feedback to team members to ensure successful completion of tasks.
• Willingness to travel as required by client needs.

Skills and Attributes for Success

• Lead all aspects of ServiceNow ITOM/CMDB projects, encompassing design, configuration, testing, and deployment.
• Mentor a multi-disciplinary team of 5-10+ resources, including offshore consultants, developers, and testers.
• Build and nurture client relationships while demonstrating the value of EY services.
• Exhibit strong business acumen and make data-driven decisions to resolve conflicts effectively.
• Offer guidance and industry-leading expertise on process implementations related to ServiceNow ITOM/CMDB.
• Analyze a company's people, processes, and technology capabilities, providing actionable recommendations for strategic improvements.
• Advise on how CMDB and ITOM connect with ITSM processes.
• Facilitate client process design sessions and requirements workshops with functional and business process subject matter experts.
• Experience with both waterfall and agile delivery models, managing project planning, status reporting, budgets, and risk logs.
• Contribute to pre-sales activities, including crafting proposals and estimates.
• Deliver high-quality project artifacts and deliverables.

Qualifications

• A bachelor's degree in Computer Science, Information Systems Management, Engineering, or a related field.
• 4-6 years of relevant experience with ServiceNow ITOM/CMDB projects.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD) certification.
• At least 2 of the following ServiceNow certifications:
• ServiceNow Certified Implementation Specialist - Data Foundations
• ServiceNow Certified Implementation Specialist - Discovery
• ServiceNow Certified Implementation Specialist - Event Management
• ServiceNow Certified Implementation Specialist - Service Mapping
• 5+ years of consulting experience, preferably with a Big 4 firm.
• Strong soft skills, including executive communication, adaptability, problem-solving abilities, teamwork, and relationship building.
• Experience leading teams and supervising others effectively.
• A valid U.S. driver's license.
• Willingness to travel to meet client requirements.

Ideal Qualifications

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• ServiceNow Certified Implementation Specialist in ITSM, HAM, or SAM.
• Certifications in performance analytics and reporting are a plus.
• Experience with ServiceNow's AI solutions (Now Assist, Agentic, AI Control Tower).

What We Offer

• A comprehensive compensation and benefits package, covering medical, dental, pension, 401(k), and paid time off.
• Adopt a hybrid work model: most client-facing roles involve in-person collaboration 40-60% of the time over the course of a project.
• Flexible vacation policy that allows time off based on your personal circumstances, along with designated EY Paid Holidays, Winter/Summer breaks, and other leave options.

Equal Opportunity Statement

EY is an equal opportunity employer, welcoming applicants 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. We are committed to providing reasonable accommodation to qualified individuals with disabilities throughout the application process.