EY
ServiceNow - IT Service Management (ITSM) - Manager - Tech Consulting - Open Loc
EY, New York, New York, us, 10261
ServiceNow – IT Service Management (ITSM) – Manager – Tech Consulting – Open Location
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 to build a better working world.
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 not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.
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
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 phases.
Ability to manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources.
Ability to build and foster client relationships and demonstrate 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 ITSM process implementations.
Ability to analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
Ability to advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
Ability to lead client process and design sessions and facilitate requirements workshops with functional and business process area subject matter resources.
Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets, and risk and issue logs.
Ability to support pre-sales efforts including creating proposals and estimates.
Ability to create high quality deliverables and project artifacts.
Qualifications for the role
A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
Typically, no less than 4 - 6 years relevant ServiceNow ITSM project experience.
ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
Minimum of 1 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/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.
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).
Job Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industry: Professional Services
What We Offer You At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.
Are you ready to shape your future with confidence? Apply today. EY accepts applications for this position on an on-going basis.
Equal Employment Opportunity Statement EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities. EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. 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 have a disability and either 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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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 not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.
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
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 phases.
Ability to manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources.
Ability to build and foster client relationships and demonstrate 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 ITSM process implementations.
Ability to analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
Ability to advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes.
Ability to lead client process and design sessions and facilitate requirements workshops with functional and business process area subject matter resources.
Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets, and risk and issue logs.
Ability to support pre-sales efforts including creating proposals and estimates.
Ability to create high quality deliverables and project artifacts.
Qualifications for the role
A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
Typically, no less than 4 - 6 years relevant ServiceNow ITSM project experience.
ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
Minimum of 1 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/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.
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).
Job Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industry: Professional Services
What We Offer You At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.
Are you ready to shape your future with confidence? Apply today. EY accepts applications for this position on an on-going basis.
Equal Employment Opportunity Statement EY focuses on high-ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities. EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. 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 have a disability and either 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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