Senior ServiceNow ITSM Transformation Lead

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

Benefits offered by this job

Hybrid work model

Competitive compensation and benefits

Job summary

EY is seeking a Senior Technology Analyst to lead ServiceNow ITSM transformation initiatives across client projects in the US. You will bridge business needs with technical solutions, analyze requirements, and collaborate with technical teams to design architecture solutions.

You will drive delivery, guide a multi-disciplinary team, and foster client relationships while embracing EY's flexible, hybrid work model and global collaboration.

Qualifications

• Bachelor's degree in Computer Science, Information Systems Management, Engineering or similar.
• Typically, no less than 2–4 years relevant ServiceNow ITSM project experience.
• ServiceNow CSA or CAD certification.
• Minimum of one of: ServiceNow Implementation Specialist – ITSM.
• 3+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills and teamwork.
• Experience leading teams and supervising others.
• A driver’s license valid in the U.S.
• Ability to travel to meet client needs.

Responsibilities

• Act as workstream lead across all aspects of a ServiceNow ITSM project delivery.
• Manage and mentor a multi-disciplinary team of 3-5 resources including offshore.
• Provide guidance for ITSM process implementations and transformations.
• Analyze people, processes, and technology to inform roadmaps.
• Advise on CMDB and ITOM connectivity to ITSM processes.
• Knowledge of Now Assist, Virtual Agent, Predictive Intelligence, AI tools.
• Identify practical AI-enabled ITSM use cases and drive outcomes.
• Lead client workshops and sessions to capture requirements.
• Experience with waterfall and agile delivery models and governance.
• Create high quality deliverables and project artifacts.

Skills

ServiceNow ITSM

CSA

CAD

Team leadership

Travel flexibility

Communication skills

Waterfall & Agile

Education

Bachelor's degree in CS/IS/Engineering

Tools

ServiceNow CMA

ServiceNow CTA

Job description

EY is seeking a Senior Technology Analyst to lead ServiceNow ITSM transformation initiatives across client projects in the US. You will bridge business needs with technical solutions, analyze requirements, and collaborate with technical teams to design architecture solutions.

You will drive delivery, guide a multi-disciplinary team, and foster client relationships while embracing EY's flexible, hybrid work model and global collaboration.