ServiceNow IT Service Management (ITSM) Consulting Manager

Join EY and help shape your future with confidence. In an ever-evolving digital landscape, we assist prestigious businesses worldwide in upgrading outdated processes and systems. As a ServiceNow Consulting Manager, you will lead teams that provide agile and efficient solutions for business decision-making, enabling our clients to tackle significant creative and technical challenges.

The Opportunity

You will spearhead ServiceNow Transformation teams in our rapidly growing sector. This client-facing role provides opportunities to showcase your ability to motivate and develop your team while establishing valuable client relationships. Gain consulting and team leadership experience that will define your career.

You will collaborate with business stakeholders to evaluate business models and operations, gather and analyze business requirements, and work with technical teams to ensure the delivery of high-quality system architecture solutions.

Your Key Responsibilities

• Lead workstream delivery and manage processes and solutions effectively.
• Track deliverables and project status to ensure alignment with performance objectives.
• Participate actively in client working sessions and lead project phases from planning through execution.

Skills and Attributes for Success

In this role, you will engage with a diverse portfolio of clients, enhancing their ITSM processes (such as Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management) and exploring how AI can streamline service delivery. Your contributions will have a tangible impact on projects and foster transformation across borders.

• Act as the engagement or workstream lead for all aspects of a ServiceNow ITSM project, including design, development, testing, and deployment.
• Manage a multi-disciplinary team of 5-10+ resources, including offshore personnel.
• Build and nurture client relationships, demonstrating the value of EY services.
• Utilize strong business acumen to make informed decisions and resolve conflicts.
• Provide guidance on industry-leading practices for ServiceNow ITSM process implementations.
• Analyze clients’ capabilities in people, processes, and technologies, contributing insights for strategic roadmaps.
• Advise on the integration of the CMDB and IT Operations Management with ITSM processes.
• Facilitate design sessions and requirements workshops with subject matter experts.
• Navigate both waterfall and agile delivery models efficiently.
• Support pre-sales activities by creating proposals and estimates.
• Deliver high-quality project artifacts.

To Qualify for the Role, You Must Have

• A bachelor's degree in Computer Science, Information Systems Management, Engineering, or a related field.
• 4 - 6 years of relevant ServiceNow ITSM project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• At least one of the following ServiceNow certifications: Certified Implementation Specialist - IT Service Management.
• 5+ years of experience with Big 4 or equivalent consulting.
• Excellent soft skills, including executive communication, adaptability, and teamwork.
• Experience in leading and supervising teams.
• A valid U.S. driver’s license and the ability to travel to meet client needs.

Ideally, You’ll Also Have

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Experience in performance analytics and reporting.
• ServiceNow Certified Implementation Specialist - Data Foundations or HAM or SAM.
• Experience in ServiceNow's AI solutions.

What We Look For

We seek individuals who are not only technically proficient but also display leadership qualities. Top performers are proactive, adaptable, and committed to continuous improvement, thriving in collaborative environments to deliver exceptional client results.

What We Offer You

At EY, you will develop future-focused skills and gain world-class experiences in a flexible environment. We value diversity and inclusion, offering a comprehensive compensation and benefits package based on performance. The base salary for this role ranges from $142,600 to $261,500, varying by geographic location. Our total rewards package includes medical and dental benefits, pension and 401(k) plans, and various paid time off options.

Join us in our hybrid model, where engagement in person is expected for 40-60% of your time during projects. Enjoy a flexible vacation policy that allows you to manage your time off based on personal circumstances. You will also benefit from designated EY Paid Holidays and other leave options to support your well-being.

Are you ready to shape your future with confidence? Apply today.

EY embraces high ethical standards, and we expect all candidates to demonstrate these qualities.

At EY, we are committed to building a better working world through trust and new values for clients and society.