Senior Manager - ServiceNow - Technology Consulting

EY; Canberra; On-site; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Career development

Flexible work arrangements

Comprehensive benefits including flex/

Competitive salary negotiable

Job summary

EY in Canberra seeks a ServiceNow Senior Manager to lead enterprise-scale implementations and shape secure architectures for government clients. You will drive end-to-end service delivery, engage with executive stakeholders, and guide cross-functional teams in ITIL-aligned practice areas.

You'll own architecture, governance, and roadmap development, while supporting presales and account growth. Flexibility in hours is available, with a base in Canberra and opportunities for hybrid arrangements

Qualifications

• 8-10 years of experience with ServiceNow in enterprise deployments.
• Proven end-to-end delivery responsibility in regulated environments (federal government, defence, etc).
• Experience in architecture, implementation, configuration, development, integration, and governance of ServiceNow.
• Strong knowledge of ITIL and ITSM best practices.
• CTA certification preferred; strong AI/automation capabilities experience.

Responsibilities

• Design ServiceNow solutions for complex federal environments.
• Advise on secure, sovereign, and regulated architectures.
• Translate policy and compliance requirements into practical platform designs.
• Lead discovery workshops, architecture reviews, and solution roadmaps.
• Own end-to-end architecture across platform, data, security, and integrations.
• Provide governance and architectural guidance to delivery teams.
• Review designs for alignment with ServiceNow best practices.
• Manage risks, stakeholders, and executive communications.
• Support proposals, presales, and account growth opportunities.
• Drive quality, scalability, and successful delivery outcomes.

Skills

ServiceNow

Solution Architect

ITIL

RFP Proposals

Education

Bachelor's degree in CS/IS/Engineering

Tools

ServiceNow ITSM

ServiceNow ITOM

ServiceNow ITAM

ServiceNow HRSD

RPA

Job description

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.

ServiceNow - Senior Manager

The opportunity

Here at EY you'll work with a team of amazing Technologists who are always growing, learning, and adapting, in and out of the office. Technology is changing the world, and we're at the centre of it all. With a team list that reads like a who's who in tech, and a highly disruptive business model, we're advancing the art of team collaboration. Driven by honest values, an amazing culture, we're out to unleash the potential of every team.

We are currently seeking a ServiceNow Technical Consultant to join our highly professional team. The chosen individual will be tasked with delivering innovative solutions involving ServiceNow and working with clients to understand their business needs, configuring, and enhancing the ServiceNow platform to provide practical solutions.

This role is based in Canberra. Our roles can potentially be adjusted to work flexibly with reduced hours. Please speak with us about potential options.

Your Key Responsibilities

• Design ServiceNow solutions for complex Federal Government environments.
• Advise on secure, sovereign, and regulated ServiceNow architectures.
• Translate policy and compliance requirements into practical platform designs.
• Lead discovery workshops, architecture reviews, and solution roadmaps.
• Own end-to-end architecture across platform, data, security, and integrations.
• Provide governance and architectural guidance to delivery teams.
• Review designs and ensure alignment with ServiceNow best practices.
• Manage technical risks, stakeholders, and executive communications.
• Support proposals, presales activities, and account growth opportunities.
• Drive quality, scalability, and successful delivery outcomes.

Skills And Attributes For Success

Here's our 'wish list' but don't worry if you don't tick all the boxes. We're interested in your strengths, what you want to learn, and how far you want to go.

Minimum of 8-10 years of experience working with the ServiceNow platform, including experience leading large-scale, enterprise-wide implementations and transformation programs.

• Proven experience as a ServiceNow Solution Architect, or equivalent role, with accountability for end-to-end solution delivery across Federal Government, Defence, National Security, or other highly regulated environments.
• Bachelor's degree in computer science, Information Systems, Engineering, or a related discipline.
• Demonstrated experience in ServiceNow architecture, implementation, configuration, development, customization, integration, and platform governance.
• Strong understanding of ServiceNow architecture principles, platform capabilities, data model, integration frameworks, and best practices.
• Deep knowledge across multiple ServiceNow products and workflows, including ITSM, ITOM, ITAM, IRM/GRC, SecOps, HRSD, CSM, PSDS, AI and Automation capabilities.
• Experience managing and governing distributed delivery teams, including onshore, offshore, and global delivery models.
• Demonstrated experience responding to RFPs, developing solution proposals, estimating delivery efforts, conducting presales activities, and supporting business development initiatives.
• Strong understanding of ITIL principles and IT Service Management best practices.
• ServiceNow Certified Technical Architect (CTA) certification preferred.
• Strong expertise in ServiceNow AI, Agentic AI, Generative AI, and intelligent automation capabilities, including practical implementation experience.
• Experience working within federated organisations, shared service models, or multi-agency operating environments.
• Experience with ServiceNow platform capabilities beyond core workflows, including complex integrations, Automation Engine, AI Platform, Process Mining, RPA, and Workflow Automation, highly desirable.

What We Offer You

At EY, we'll fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

• Career development: At EY, your career is yours to shape! We'll develop you with future-focused skills and equip you with world-class experiences ey.com/au/careerdevelopment
• Flexible work arrangements: Our flexible work policies empower you to balance your professional and personal life, fostering a culture of trust and autonomy.
• A comprehensive benefits package: From a yearly wellness incentive, to access to additional 8 weeks of flex leave per year, and family-friendly policies, including 26 weeks of gender-neutral paid parental leave, we cater to your diverse needs to help you thrive both personally and professionally www.ey.com/au/benefits
• Salary: We offer a competitive salary which is open to negotiation pending on skills and experience.

Acknowledgement of Country

EY acknowledges the Traditional Owners and Custodians of the lands on which EY offices are located around Australia. We pay our respects to their cultures, and to their Elders - past, present, and emerging. Find out more about our vision for reconciliation at ey.com/en_au/careers/indigenous

Diversity, equity, and inclusiveness (DE&I) are core to who we are, how we work and how we live our values. We encourage applications from people of all ages, nationalities, abilities, cultures, sexual orientations, and gender identities and are committed to providing an equitable and barrier free recruitment experience for all. We encourage you to share any support and adjustments you need to be your best and participate equitably in our recruitment process. We understand sharing your needs with us can be daunting, so if you have questions before or during your application, we welcome you to get in touch at [e-mail] or [phone] (option 2). Anything you tell us will be kept completely confidential.

EY | Building a better working world

Our preferred applicant will be required to undertake employment screening by EY or our external third-party provider.