EY
ServiceNow - IT Operations Management (ITOM) Manager - Tech Consulting - Open Lo
EY, Atlanta, Georgia, United States, 30383
ServiceNow - IT Operations Management (ITOM) Manager - Tech Consulting
Location: Anywhere in Country
Overview 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 Upgrading outdated processes, systems and information is vital – but can be a risky investment in a rapidly changing environment. EY offers authoritative, agile, and efficient solutions for business decision‑making. As a ServiceNow Consulting Manager you’ll lead ServiceNow Transformation teams, providing a competitive edge for clients and tackling complex technical challenges.
Key Responsibilities
Lead the effective management and delivery of processes, solutions, and projects in ServiceNow ITOM/CMDB, ensuring quality and risk management.
Engage regularly with external clients, actively leading workstreams from planning through execution and closure.
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.
Travel may be required as needed by external clients.
Skills and Attributes for Success
Lead all aspects of a ServiceNow ITOM/CMDB project and solution delivery, including design, configuration/development, testing, and deployment.
Manage and mentor a multi‑disciplinary team of 5-10+ resources, including offshore consultants, developers, and testers.
Build and foster client relationships, demonstrating 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 ITOM/CMDB process implementations.
Analyze a company’s people, process, and technology capabilities, provide recommendations, and contribute insights to strategic roadmaps.
Advise on the connectivity of the CMDB and ITOM to ITSM processes.
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, supporting planning, status reporting, budgets, and risk/issue logs.
Support pre‑sales efforts, including creating proposals and estimates.
Deliver high‑quality deliverables and project artifacts.
Qualifications
A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
Typically, no less than 4‑6 years of relevant ServiceNow ITOM/CMDB project experience.
ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
Minimum of 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 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 license valid in the U.S.
Ability to travel to meet client needs.
Ideal Qualifications
ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
ServiceNow Certified Implementation Specialist – ITSM or HAM or SAM.
Performance analytics and reporting experience – certifications are a plus.
Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower).
What We Offer
A comprehensive compensation and benefits package, including medical, dental, pension, 401(k), and paid time off.
Hybrid work model: most people in external, client‑serving roles work together in person 40‑60% of the time over the course of an engagement, project or year.
Flexible vacation policy: time off based on your personal circumstances, with designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence.
Equal Opportunity Statement 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. 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 need to request 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 ssc.customersupport@ey.com.
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Overview 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. EY offers authoritative, agile, and efficient solutions for business decision‑making. As a ServiceNow Consulting Manager you’ll lead ServiceNow Transformation teams, providing a competitive edge for clients and tackling complex technical challenges.
Key Responsibilities
Lead the effective management and delivery of processes, solutions, and projects in ServiceNow ITOM/CMDB, ensuring quality and risk management.
Engage regularly with external clients, actively leading workstreams from planning through execution and closure.
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.
Travel may be required as needed by external clients.
Skills and Attributes for Success
Lead all aspects of a ServiceNow ITOM/CMDB project and solution delivery, including design, configuration/development, testing, and deployment.
Manage and mentor a multi‑disciplinary team of 5-10+ resources, including offshore consultants, developers, and testers.
Build and foster client relationships, demonstrating 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 ITOM/CMDB process implementations.
Analyze a company’s people, process, and technology capabilities, provide recommendations, and contribute insights to strategic roadmaps.
Advise on the connectivity of the CMDB and ITOM to ITSM processes.
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, supporting planning, status reporting, budgets, and risk/issue logs.
Support pre‑sales efforts, including creating proposals and estimates.
Deliver high‑quality deliverables and project artifacts.
Qualifications
A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
Typically, no less than 4‑6 years of relevant ServiceNow ITOM/CMDB project experience.
ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
Minimum of 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 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 license valid in the U.S.
Ability to travel to meet client needs.
Ideal Qualifications
ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
ServiceNow Certified Implementation Specialist – ITSM or HAM or SAM.
Performance analytics and reporting experience – certifications are a plus.
Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower).
What We Offer
A comprehensive compensation and benefits package, including medical, dental, pension, 401(k), and paid time off.
Hybrid work model: most people in external, client‑serving roles work together in person 40‑60% of the time over the course of an engagement, project or year.
Flexible vacation policy: time off based on your personal circumstances, with designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence.
Equal Opportunity Statement 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. 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 need to request 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 ssc.customersupport@ey.com.
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