EY
ServiceNow - IT Service Management (ITSM) - Manager - Tech Consulting - Open Loc
EY, Washington, District of Columbia, us, 20022
ServiceNow - IT Service Management (ITSM) – Manager – Tech Consulting – Open Location
Location: Anywhere in Country
In the digital economy, upgrading outdated processes, systems, and information is vital. We are looking for a ServiceNow Consulting Manager to lead transformation teams, deliver client‑visible solutions, and help our clients overcome the biggest creative and technical challenges they face.
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 an engagement or workstream lead across all aspects of a ServiceNow ITSM 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 and demonstrate the value of EY services.
Exhibit excellent business acumen with the ability to make fact‑based decisions and resolve conflicts.
Provide guidance and industry‑leading practice expertise for ServiceNow ITSM process implementations, showing how business objectives can be met through technology transformation.
Analyze a company’s people, process, and technology capabilities, provide leading‑practice recommendations and contribute insights to strategic roadmaps.
Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
Lead client process and design sessions and facilitate requirement workshops with functional and/or business process area subject matter resources.
Use both waterfall and agile delivery models, supporting management activities such as planning, status reporting, budgets, and risk/issue logs.
Support pre‑sales efforts, including creating proposals and estimates.
Create high‑quality deliverables and project artifacts.
To Qualify for the Role, You Must Have
Bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or a similar discipline.
No less than 4‑6 years of relevant ServiceNow ITSM project experience.
ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
Minimum of one of the following ServiceNow certifications:
ServiceNow Certified Implementation Specialist – IT Service Management
5+ years of Big 4 or equivalent consulting experience.
Excellent soft skills: executive communication (written and verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
Experience leading teams and supervising others.
Valid driver’s license in the U.S.
Ability to travel to meet client needs.
Ideally, You’ll Also Have
ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
Performance analytics and reporting experience – certifications are a plus.
ServiceNow Certified Implementation Specialist – Data Foundations or HAM or SAM.
Experience in ServiceNow’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower).
What We Look For We seek individuals who are technically proficient and possess strong leadership qualities. Top performers are proactive, adaptable, committed to continuous improvement, and thrive in collaborative environments.
What We Offer You
Comprehensive compensation and benefits package with performance‑based rewards and recognition.
World‑class experiences and future‑focused skill development.
Flexible hybrid work model with a balance of remote and client‑site engagement.
Generous vacation policy and paid time off, including EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves.
Medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
Seniorny Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Industries Professional Services
Equal Employment Opportunity Statement EY is an equal employment opportunity employer. We provide employment for people of all qualified backgrounds, including race, color, religion, age, sex, sexual orientation, gender identity, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities, including veterans with disabilities. If you have a disability and need assistance, contact 1‑800‑EY‑HELP3 or email ssc.customersupport@ey.com.
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In the digital economy, upgrading outdated processes, systems, and information is vital. We are looking for a ServiceNow Consulting Manager to lead transformation teams, deliver client‑visible solutions, and help our clients overcome the biggest creative and technical challenges they face.
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 an engagement or workstream lead across all aspects of a ServiceNow ITSM 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 and demonstrate the value of EY services.
Exhibit excellent business acumen with the ability to make fact‑based decisions and resolve conflicts.
Provide guidance and industry‑leading practice expertise for ServiceNow ITSM process implementations, showing how business objectives can be met through technology transformation.
Analyze a company’s people, process, and technology capabilities, provide leading‑practice recommendations and contribute insights to strategic roadmaps.
Advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
Lead client process and design sessions and facilitate requirement workshops with functional and/or business process area subject matter resources.
Use both waterfall and agile delivery models, supporting management activities such as planning, status reporting, budgets, and risk/issue logs.
Support pre‑sales efforts, including creating proposals and estimates.
Create high‑quality deliverables and project artifacts.
To Qualify for the Role, You Must Have
Bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering or a similar discipline.
No less than 4‑6 years of relevant ServiceNow ITSM project experience.
ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
Minimum of one of the following ServiceNow certifications:
ServiceNow Certified Implementation Specialist – IT Service Management
5+ years of Big 4 or equivalent consulting experience.
Excellent soft skills: executive communication (written and verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
Experience leading teams and supervising others.
Valid driver’s license in the U.S.
Ability to travel to meet client needs.
Ideally, You’ll Also Have
ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
Performance analytics and reporting experience – certifications are a plus.
ServiceNow Certified Implementation Specialist – Data Foundations or HAM or SAM.
Experience in ServiceNow’s AI solutions (e.g., Now Assist, Agentic, AI Control Tower).
What We Look For We seek individuals who are technically proficient and possess strong leadership qualities. Top performers are proactive, adaptable, committed to continuous improvement, and thrive in collaborative environments.
What We Offer You
Comprehensive compensation and benefits package with performance‑based rewards and recognition.
World‑class experiences and future‑focused skill development.
Flexible hybrid work model with a balance of remote and client‑site engagement.
Generous vacation policy and paid time off, including EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves.
Medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
Seniorny Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Industries Professional Services
Equal Employment Opportunity Statement EY is an equal employment opportunity employer. We provide employment for people of all qualified backgrounds, including race, color, religion, age, sex, sexual orientation, gender identity, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities, including veterans with disabilities. If you have a disability and need assistance, contact 1‑800‑EY‑HELP3 or email ssc.customersupport@ey.com.
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