Senior ServiceNow ITSM Lead – IT Transformation

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

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.