Senior ServiceNow ITSM Transformation Lead

Ernst & Young Oman; Cleveland (OH); On-site; USD 103,000 - 188,000; Full time

Benefits offered by this job

Total rewards package

Medical & dental coverage

401(k) plan and pension

Paid time off

Job summary

EY is seeking a ServiceNow Senior Consultant to lead transformation projects in ITSM, bridging business needs with technical solutions. You will collaborate with client stakeholders, guide design sessions, and drive delivery across teams in a hybrid client-service model.

You will work on AI-enabled ITSM use cases, manage a 3–5 person team (including offshore), and contribute to strategic roadmaps while traveling as needed.

Qualifications

• Bachelor's degree in CS/IS/Engineering or similar.
• 2–4 years ServiceNow ITSM project experience.
• CSA or CAD certification.
• One of ITSM implementations certifications listed.
• Experience leading teams.
• Valid US driver’s license and ability to travel.

Responsibilities

• Lead ServiceNow ITSM project delivery including design, configuration, testing and deployment.
• Mentor a multi-disciplinary team of 3–5 resources including offshore.
• Advise on ITSM processes and AI-enabled transformations.
• Gather requirements from stakeholders and design architecture solutions.
• Support management activities and project governance.

Skills

ServiceNow ITSM

Team leadership

Waterfall & Agile

AI capabilities in ITSM

Education

Bachelor's degree in Computer Science/IS/Engineering

Tools

ServiceNow CSA/CAD

ITSM certifications

Job description

EY is seeking a ServiceNow Senior Consultant to lead transformation projects in ITSM, bridging business needs with technical solutions. You will collaborate with client stakeholders, guide design sessions, and drive delivery across teams in a hybrid client-service model.

You will work on AI-enabled ITSM use cases, manage a 3–5 person team (including offshore), and contribute to strategic roadmaps while traveling as needed.