Senior ServiceNow ITSM Transformation Lead

Ernst & Young Oman; Concord (NH); Hybrid; USD 103,000 - 188,000; Full time

Benefits offered by this job

Medical and dental coverage

Pension and 401(k)

Hybrid work model

Job summary

EY is seeking a Senior Technology Analyst to lead ServiceNow ITSM transformation and client engagements. You will bridge business needs and technical solutions, guiding a cross-functional team and collaborating with stakeholders to deliver architecture solutions.

You will drive requirements workshops, participate in agile and waterfall delivery, and leverage AI capabilities within ITSM to improve performance and service quality.

Qualifications

• Bachelor's degree or equivalent in CS, ISM, Eng or related field.
• 2–4 years of ServiceNow ITSM project experience.
• ServiceNow CSA or CAD certification.
• Optional: CMA or CTA certifications.

Responsibilities

• Lead ServiceNow ITSM transformation teams and ensure successful delivery.
• Mentor a multi-disciplinary team of 3–5 resources including offshore staff.
• Advise on ITSM processes and AI-enabled solutions for business outcomes.
• Collaborate with stakeholders to gather requirements and design solutions.
• Manage waterfall and agile delivery activities, including planning and risk logs.

Skills

ITSM

Leadership

Requirements gathering

Stakeholder management

Project delivery

Education

Bachelor's degree

Tools

ServiceNow ITSM

CSA/CAD

CMA/CTA (nice to have)

Job description

EY is seeking a Senior Technology Analyst to lead ServiceNow ITSM transformation and client engagements. You will bridge business needs and technical solutions, guiding a cross-functional team and collaborating with stakeholders to deliver architecture solutions.

You will drive requirements workshops, participate in agile and waterfall delivery, and leverage AI capabilities within ITSM to improve performance and service quality.