EY
ServiceNow -Enterprise Service Management (ESM) Manager - Tech Consulting - Open
EY, Washington, District of Columbia, us, 20022
ServiceNow - Enterprise Service Management (ESM) Manager – Tech Consulting – Open Location
Join to apply for the ServiceNow - Enterprise Service Management (ESM) Manager – Tech Consulting – Open Location role at EY.
Location: Anywhere in Country
At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help build a better working world.
The opportunity You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, in which you’ll have opportunities to showcase your ability to motivate and develop your team, as well as establish and maintain new client relationships. You will grow consulting and team leadership skills, 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 analyse business requirements, translating them into technical specifications. Additionally, you will analyse 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
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
Act as a workstream lead across all aspects of ServiceNow ESM/GBS engagements and solution delivery, including engagement management, 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 and demonstrate the value of EY services.
Excellent business acumen, fact‑based decision making and conflict resolution.
Provide guidance and industry‑leading practice expertise for ServiceNow ESM/GBS process implementations.
Analyse a company’s ESM/GBS people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
Lead client process and design sessions and facilitate requirements workshops with functional and/or business process subject matter experts.
Experience in waterfall and agile delivery models – including support for planning, status reporting, budgets and risk and issue logs.
Support pre‑sales efforts including creating proposals and estimates.
Create high‑quality deliverables and project artifacts.
Required 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 project experience.
ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
Minimum of 2 of the following ServiceNow certifications:
ServiceNow Certified Implementation Specialist – HR Service Delivery
ServiceNow Certified Implementation Specialist – Customer Service Management
ServiceNow Certified Implementation Specialist – Field Service Management
Excellent soft skills: executive communication, adaptability, problem solving, teamwork, relationship building, dependability and organization.
5+ years of Big 4 or equivalent consulting experience.
Experience leading teams and supervising others.
Driver’s license valid in the U.S.
Ability to travel to meet client needs.
Preferred
ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
Performance analytics and reporting experience – certifications are a plus.
Source to Pay, Employee Center, Legal Service Delivery, Workplace Service Delivery experience – certifications are a plus.
Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower).
What We Look For We seek individuals who are not only technically proficient but also possess leadership qualities. 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
A comprehensive compensation and benefits package with performance‑based rewards. Base salary ranges: $142,600 – $261,500 nationwide, $171,200 – $297,200 in NYC Metro, Washington State, and California (excluding Sacramento). Total Rewards include medical and dental coverage, pension and 401(k) plans, and paid time off.
A flexible hybrid model: most client‑serving roles work in person 40–60% of the time over the course of an engagement, project or year.
A flexible vacation policy allowing you to decide how much vacation time you need based on your circumstances. You’ll be granted time off for EY Paid Holidays, winter/summer breaks, personal/family care, and other leaves of absence.
Ready to shape your future with confidence? Apply today. EY accepts applications for this position on an ongoing basis.
For those living in California, please click here for additional information.
Equal Employment Opportunity 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, including arrest and conviction records, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities, including veterans with disabilities. If you need assistance applying online or require an accommodation, please call 1-800-EY-HELP3 and select the options for candidate inquiries, or email ssc.customersupport@ey.com.
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Location: Anywhere in Country
At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help build a better working world.
The opportunity You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client‑visible role, in which you’ll have opportunities to showcase your ability to motivate and develop your team, as well as establish and maintain new client relationships. You will grow consulting and team leadership skills, 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 analyse business requirements, translating them into technical specifications. Additionally, you will analyse 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
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
Act as a workstream lead across all aspects of ServiceNow ESM/GBS engagements and solution delivery, including engagement management, 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 and demonstrate the value of EY services.
Excellent business acumen, fact‑based decision making and conflict resolution.
Provide guidance and industry‑leading practice expertise for ServiceNow ESM/GBS process implementations.
Analyse a company’s ESM/GBS people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
Lead client process and design sessions and facilitate requirements workshops with functional and/or business process subject matter experts.
Experience in waterfall and agile delivery models – including support for planning, status reporting, budgets and risk and issue logs.
Support pre‑sales efforts including creating proposals and estimates.
Create high‑quality deliverables and project artifacts.
Required 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 project experience.
ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
Minimum of 2 of the following ServiceNow certifications:
ServiceNow Certified Implementation Specialist – HR Service Delivery
ServiceNow Certified Implementation Specialist – Customer Service Management
ServiceNow Certified Implementation Specialist – Field Service Management
Excellent soft skills: executive communication, adaptability, problem solving, teamwork, relationship building, dependability and organization.
5+ years of Big 4 or equivalent consulting experience.
Experience leading teams and supervising others.
Driver’s license valid in the U.S.
Ability to travel to meet client needs.
Preferred
ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
Performance analytics and reporting experience – certifications are a plus.
Source to Pay, Employee Center, Legal Service Delivery, Workplace Service Delivery experience – certifications are a plus.
Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower).
What We Look For We seek individuals who are not only technically proficient but also possess leadership qualities. 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
A comprehensive compensation and benefits package with performance‑based rewards. Base salary ranges: $142,600 – $261,500 nationwide, $171,200 – $297,200 in NYC Metro, Washington State, and California (excluding Sacramento). Total Rewards include medical and dental coverage, pension and 401(k) plans, and paid time off.
A flexible hybrid model: most client‑serving roles work in person 40–60% of the time over the course of an engagement, project or year.
A flexible vacation policy allowing you to decide how much vacation time you need based on your circumstances. You’ll be granted time off for EY Paid Holidays, winter/summer breaks, personal/family care, and other leaves of absence.
Ready to shape your future with confidence? Apply today. EY accepts applications for this position on an ongoing basis.
For those living in California, please click here for additional information.
Equal Employment Opportunity 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, including arrest and conviction records, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities, including veterans with disabilities. If you need assistance applying online or require an accommodation, please call 1-800-EY-HELP3 and select the options for candidate inquiries, or email ssc.customersupport@ey.com.
#J-18808-Ljbffr