Con-Tech Con-Platforms-ServiceNow - IT Service Mgmt - ITSM - Manager - Multiple Positions - 1739815

Ernst & Young Advisory Services Sdn Bhd; Philadelphia (Philadelphia County); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Continuous learning

Transformative leadership

Diverse and inclusive culture

Job summary

EY U.S. LLP in Philadelphia is seeking a Manager-level professional to lead ServiceNow ITSM initiatives, drive project delivery, and mentor cross-functional teams. You will guide design sessions, manage requirements workshops, and ensure successful implementation of ITSM solutions.

You will also oversee reporting and integration components, collaborate with offshore resources, and help shape strategic roadmaps for clients while traveling up to 80% as needed.

Qualifications

• Bachelor’s degree in MIS/IS/CS/Engineering/Business/Operations Management or related field with 5 years of experience.
• 4 years of ServiceNow ITSM implementation experience.
• 4 years of ServiceNow consulting experience to external clients at a professional services firm.
• 4 years of leading client design sessions and requirements workshops.
• 4 years of ServiceNow reporting and integrations design.
• 2 years of leading and coaching ServiceNow teams.
• 2 years of API integrations using ServiceNow.
• 4 years of ServiceNow in waterfall and agile delivery.
• Travel up to 80% (20% international) to serve client needs.

Responsibilities

• Provide insights on how ServiceNow aligns with client business objectives.
• Act as technical leader across ServiceNow project delivery.
• Lead client design sessions and requirements workshops with stakeholders.
• Oversee configuration, testing, and reporting components for client needs.
• Mentor multi-disciplinary teams including offshore resources.
• Foster long-term client relationships and new business opportunities.

Skills

ServiceNow ITSM

Client workshops

Lead teams

Requirements analysis

Agile & Waterfall

APIs integration

Education

Bachelor's degree in MIS/IS/CS/Engineering/Business/Operations Management or related field

Master's degree in MIS/IS/CS/Engineering/Business/Operations Management or related field

Tools

ServiceNow

APIs

Job description

Con-Tech Con-Platforms-ServiceNow - IT Service Mgmt - ITSM - Manager - Multiple Positions - 1739815

Location: Philadelphia

Other locations: Primary Location Only

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.

Consulting - Technology Consulting, Platforms, ServiceNow - IT Service Management (ITSM) (Manager) (Multiple Positions) (1739815), Ernst & Young U.S. LLP, Philadelphia, PA.

Assists clients by providing insights and recommendations on how ServiceNow aligns with and can support specific business objectives. Act as a technical leader across all aspects of ServiceNow project and solution delivery. Provide guidance and expertise on IT Service Management (ITSM) process implementation, along with utilizing knowledge of the connectivity to IT Operations Management (ITOM) and IT Asset Management (ITAM) processes. Manage client design sessions, facilitating requirements workshops and interacting with functional and/or business process area subject matter resources. Support project and agile scrum management activities. Oversee application and workflow design, configuration and testing. Develop client-specific reporting processes and integration components. Provide trusted advice on how digital transformation and technology enablement can lead to improved performance. Manage and mentor a multi-disciplinary teams and resources including offshore resources. Analyze a company’s ITSM 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. Manage and motivate teams of professionals with diverse skills and backgrounds. Consistently deliver quality client services by monitoring progress. Demonstrate in-depth technical capabilities and professional knowledge. Maintain long‑term client relationships and networks. Cultivate business development opportunities.

Full time employment, Monday – Friday, 40 hours per week, 8:30 am – 5:30 pm.

MINIMUM REQUIREMENTS:

Must have a Bachelor’s degree in Management Information Systems (MIS), Information Systems (IS), Computer Science, Engineering, Business, Operations Management, or a related field and 5 years of work experience. Employer will accept a 3 or 4 year degree. Alternatively, will accept a Master’s degree in Management Information Systems (MIS), Information Systems (IS), Computer Science, Engineering, Business, Operations Management, or a related field and 4 years of work experience.

Must have 4 years of ServiceNow implementation experience with IT Service Management (ITSM).

Must have 4 years of ServiceNow consulting experience to external clients at a professional services firm, including providing insights and recommendations on how ServiceNow aligns with and can support specific business objectives.

Must have 4 years of experience in leading ServiceNow client design sessions, facilitating requirements workshops, and interacting with functional and/or business process area subject matter resources.

Must have 4 years of ServiceNow experience designing and implementing customized reporting processes and integration components tailored to client needs.

Must have 2 years of experience leading and coaching teams of ServiceNow consulting professionals.

Must have 2 years of experience integrating ServiceNow with other systems using APIs.

Must have 4 years of ServiceNow experience in waterfall and agile delivery models, including supporting management activities such as planning, status reporting, budgets and risk and issue logs.

Requires travel up to 80%, of which 20% may be international, to serve client needs.

Employer will accept any suitable combination of education, training, or experience.

What we offer

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
• EY accepts applications for this position on an on-going basis. If you can demonstrate that you meet the criteria above, please contact us as soon as possible.
• The exceptional EY experience. It’s yours to build.
• EY | Building a better working world

For those living in California, please click here for additional information.

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, type Option 2 (HR-related inquiries) and then type Option 1 (HR Shared Services Center), which will route you to EY’s Talent Shared Services Team or email SSC Customer Support at [e-mail].

EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients.