EY
ServiceNow - IT Service Management (ITSM) - Manager - Tech Consulting - Open Loc
EY, Atlanta, Georgia, United States, 30383
ServiceNow - IT Service Management (ITSM) - Manager - Tech Consulting - Open Location
Join EY as a ServiceNow Consulting Manager – IT Service Management (ITSM) to lead ServiceNow Transformation teams in a rapidly growing area of the business. This client‑visible role offers opportunities to showcase team motivation and development, establish and maintain new client relationships, and grow your consulting and team‑leadership skills.
In this role, you will interact with business stakeholders to evaluate business models, processes, and operations, gather, understand, and analyze business requirements, translate them into technical specifications, 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 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 consultants, developers and testers.
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.
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 requirements workshops with functional and/or business process subject matter resources.
Experience in waterfall and agile delivery models – including 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.
To Qualify for the Role
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.
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).
What We Look For Individuals who are technically proficient and possess leadership qualities. Top performers are proactive, adaptable, and committed to continuous improvement, thrive in collaborative environments and are passionate about delivering exceptional results for clients.
What We Offer You
Comprehensive compensation and benefits package. Base salary range for this role in the U.S. is $142,600 to $261,500; $171,200 to $297,200 for NYC Metro, Washington State and California (excluding Sacramento). Total Rewards include medical and dental coverage, pension and 401(k) plans, and a range of paid time off options.
Hybrid model: most people in client‑serving roles work together in person 40‑60% of the time over the course of an engagement, project or year.
Flexible vacation policy: choose the amount of vacation time based on personal circumstances, with time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care and other leaves of absence.
Are You Ready to Shape Your Future with Confidence? Apply Today. EY accepts applications for this position on an ongoing basis.
EY focuses on high‑ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.
Equal Employment 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, 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.
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In this role, you will interact with business stakeholders to evaluate business models, processes, and operations, gather, understand, and analyze business requirements, translate them into technical specifications, 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 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 consultants, developers and testers.
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.
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 requirements workshops with functional and/or business process subject matter resources.
Experience in waterfall and agile delivery models – including 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.
To Qualify for the Role
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.
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).
What We Look For Individuals who are technically proficient and possess leadership qualities. Top performers are proactive, adaptable, and committed to continuous improvement, thrive in collaborative environments and are passionate about delivering exceptional results for clients.
What We Offer You
Comprehensive compensation and benefits package. Base salary range for this role in the U.S. is $142,600 to $261,500; $171,200 to $297,200 for NYC Metro, Washington State and California (excluding Sacramento). Total Rewards include medical and dental coverage, pension and 401(k) plans, and a range of paid time off options.
Hybrid model: most people in client‑serving roles work together in person 40‑60% of the time over the course of an engagement, project or year.
Flexible vacation policy: choose the amount of vacation time based on personal circumstances, with time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care and other leaves of absence.
Are You Ready to Shape Your Future with Confidence? Apply Today. EY accepts applications for this position on an ongoing basis.
EY focuses on high‑ethical standards and integrity among its employees and expects all candidates to demonstrate these qualities.
Equal Employment 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, 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.
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