ServiceNow IT Service Management Consulting Lead

Join EY to confidently shape your future in the dynamic digital realm. We partner with renowned companies worldwide to transform their outdated processes and systems. As a ServiceNow Consulting Lead, you will be at the forefront of delivering agile and effective solutions for business decision-making, empowering our clients to solve complex creative and technical challenges.

The Opportunity

In this rapidly expanding sector, you will lead ServiceNow Transformation teams. This client-facing role allows you to showcase your leadership and motivational skills while building valuable relationships with clients. You will gain significant consulting and team leadership experience that will enhance your career.

You will work closely with business stakeholders to evaluate models and operations, gather and analyze requirements, and collaborate with technical teams to deliver top-notch system architecture solutions.

Your Key Responsibilities

• Serve as the workstream leader, ensuring effective management of processes and solutions.
• Track deliverables and project status to maintain alignment with performance objectives.
• Actively participate in client sessions and guide project phases from planning to execution.

Skills and Attributes for Success

In this role, you will work with a diverse range of clients to enhance their ITSM processes—such as Incident Management, Problem Management, Change Management, Service Catalog, and Knowledge Management—while investigating how AI can improve service delivery.

• Lead all aspects of ServiceNow ITSM projects, from design and development to testing and deployment.
• Manage a multidisciplinary team of 5-10+ resources, including those based offshore.
• Nurture client relationships, showcasing the value of EY services.
• Leverage strong business acumen to make informed decisions and resolve conflicts.
• Guide clients on industry best practices for ServiceNow ITSM process implementations.
• Analyze client capabilities in people, processes, and technologies to provide strategic insights.
• Advise on the integration of the CMDB and IT Operations Management with ITSM processes.
• Facilitate design sessions and requirement workshops with subject matter experts.
• Efficiently navigate both waterfall and agile delivery models.
• Support pre-sales efforts by creating proposals and estimates.
• Produce 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 ServiceNow certification: Certified Implementation Specialist - IT Service Management.
• 5+ years of experience in a Big 4 or equivalent consulting environment.
• Strong soft skills, including executive communication, adaptability, and teamwork.
• Experience in team leadership and supervision.
• A valid U.S. driver's license and willingness 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 with ServiceNow's AI solutions.

What We Look For

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

What We Offer You

At EY, you will cultivate future-focused skills and gain world-class experiences in a flexible working environment. We prioritize diversity and inclusion, providing 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, which expects in-person engagement for 40-60% of the time during projects. Enjoy a flexible vacation policy that allows you to manage your time off according to your personal circumstances. Additionally, 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.

At EY, we uphold high ethical standards and expect the same from all candidates.

We are committed to building a better working world through trust and new values for our clients and society.