ServiceNow - IT Service Management (ITSM) - Manager - Tech Consulting - Open Location

EY; Denver (CO); Hybrid; USD 125,000 - 150,000; Full time

Job summary

A global consulting firm is seeking a ServiceNow Consulting Manager for IT Service Management (ITSM). This role involves leading digital transformations, managing a multi-disciplinary team, and delivering client-focused solutions. Candidates should have experience with ServiceNow ITSM projects and possess strong leadership and communication skills. The position offers a comprehensive benefits package and a flexible hybrid working model, allowing 40-60% in-person work requirements.

Benefits

Comprehensive benefits package

Flexible vacation policy

Opportunities for skill development

Qualifications

• 4-6 years of relevant ServiceNow ITSM project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD) preferred.
• 5+ years of Big 4 or equivalent consulting experience.

Responsibilities

• Lead workstream delivery and ensure effective management of processes.
• Track deliverable completion and project status.
• Participate in client working sessions, leading workstreams.
• Evaluate business models and translate requirements into technical specifications.
• Collaborate with stakeholders to analyze technology solutions.

Skills

ServiceNow ITSM project management

Team leadership

Client relationship building

Agile and waterfall methodologies

Executive communication

Education

Bachelor’s degree in Computer Science or related discipline

Tools

ServiceNow

Job description

ServiceNow - IT Service Management (ITSM) - Manager - Tech Consulting

Location: Anywhere in Country

Join EY as a ServiceNow Consulting Manager – IT Service Management (ITSM) and lead digital transformations in a rapidly growing area of the business. This client‑visible role offers opportunities to motivate and develop teams, build new client relationships, and grow your consulting and leadership skills.

Key Responsibilities

• Lead workstream delivery and ensure effective management of processes and solutions.
• Track deliverable completion and project status, ensuring alignment with performance objectives.
• Actively participate in client working sessions, leading workstreams from planning through execution and closure.
• Collaborate with stakeholders to evaluate business models, processes, and operations, translating requirements into technical specifications.
• Analyze newly implemented technology solutions to ensure alignment with business requirements and collaborate with technical teams to design and deliver system architecture solutions.

Skills and Attributes

• Act as an engagement or workstream lead across all aspects of a ServiceNow ITSM project and solution delivery including design, configuration/development, testing and deployment phases.
• Manage and mentor a multi‑disciplinary team of 5‑10+ resources, including offshore.
• Build and foster client relationships and demonstrate EY services value.
• Excellent business acumen and conflict resolution.
• Provide guidance and industry‑leading practice expertise for ServiceNow ITSM process implementations.
• Analyze a company’s people, process, and technology capabilities and provide recommendations.
• Advise on CMDB and IT Operations Management connectivity to ITSM.
• Lead process & design sessions and facilitate requirements workshops.
• Experience with waterfall and agile delivery models; planning, status reporting, budgets, risk and issue logs.
• Support pre‑sales efforts including proposals and estimates.
• Create high‑quality deliverables and project artifacts.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems Management, Engineering or related discipline.
• 4‑6 years of relevant ServiceNow ITSM project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• ServiceNow Certified Implementation Specialist – IT Service Management.
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills – executive communication, adaptability, problem solving, teamwork, relationship building, dependability, organization.
• Experience leading teams and supervising others.
• Valid driver’s license and ability to travel to meet client needs.

Preferred

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Performance analytics and reporting experience.
• ServiceNow Certified Implementation Specialist – Data Foundations or HAM or SAM.
• Experience with ServiceNow’s AI solutions.

Benefits

• Comprehensive compensation and benefits package with competitive base salary ranges.
• Flexible hybrid working model – 40‑60% in‑person for most client roles.
• Flexible vacation policy with additional time off for holidays and personal needs.
• Opportunities to develop future‑focused skills and access a diverse, inclusive culture.

How to Apply

EY accepts applications on an ongoing basis. Apply today to shape your future with confidence.

Equal Employment Opportunity

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. EY is committed to providing reasonable accommodation to qualified individuals with disabilities.