EY
ServiceNow - IT Service Management (ITSM) - Manager - Tech Consulting - Open Loc
EY, Boston, Massachusetts, us, 02298
Overview
The ServiceNow Consulting Manager – IT Service Management (ITSM) role at EY leads transformation teams in a rapidly growing area of the business. This client‑visible position provides opportunities to motivate and develop your team while building new client relationships and advancing your consulting and leadership career. Key Responsibilities
Lead workstream delivery and manage 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 & Attributes for Success
Act as an engagement or workstream lead across all aspects of a ServiceNow ITSM project, including design, configuration, 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. Apply business acumen 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 area subject matter resources. Support pre‑sales efforts, including creating proposals and estimates. Create high quality deliverables and project artifacts. Qualifications
A bachelor's degree in Computer Science, Information Systems Management, Engineering, or similar discipline. Typically 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, adaptability, problem solving, teamwork, relationship building, dependability, and organization. Experience leading teams and supervising others. Valid U.S. driver’s license. 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 (Now Assist, Agentic, AI Control Tower). Benefits
Competitive base salary and comprehensive Total Rewards package, including medical and dental coverage, 401(k) plan, and paid time off. Flexible hybrid work model with 40–60% on‑site client engagement. Unlimited vacation policy and paid holidays. Are You Ready to Shape Your Future with Confidence?
Apply today. EY accepts applications for this position on an ongoing basis.
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The ServiceNow Consulting Manager – IT Service Management (ITSM) role at EY leads transformation teams in a rapidly growing area of the business. This client‑visible position provides opportunities to motivate and develop your team while building new client relationships and advancing your consulting and leadership career. Key Responsibilities
Lead workstream delivery and manage 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 & Attributes for Success
Act as an engagement or workstream lead across all aspects of a ServiceNow ITSM project, including design, configuration, 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. Apply business acumen 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 area subject matter resources. Support pre‑sales efforts, including creating proposals and estimates. Create high quality deliverables and project artifacts. Qualifications
A bachelor's degree in Computer Science, Information Systems Management, Engineering, or similar discipline. Typically 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, adaptability, problem solving, teamwork, relationship building, dependability, and organization. Experience leading teams and supervising others. Valid U.S. driver’s license. 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 (Now Assist, Agentic, AI Control Tower). Benefits
Competitive base salary and comprehensive Total Rewards package, including medical and dental coverage, 401(k) plan, and paid time off. Flexible hybrid work model with 40–60% on‑site client engagement. Unlimited vacation policy and paid holidays. Are You Ready to Shape Your Future with Confidence?
Apply today. EY accepts applications for this position on an ongoing basis.
#J-18808-Ljbffr