ServiceNow ITOM Transformation Manager

EY; McLean (VA); Remote; USD 150,000 - 190,000; Full time

Job summary

EY is seeking a ServiceNow Transformation Manager to lead ITOM/CMDB transformation programs for a global client base. You will guide engagement leaders, define user requirements, and drive UI development across mobile, web and tablet platforms to deliver business outcomes.

You will mentor cross-functional teams, manage client relationships, and oversee delivery across waterfall and agile lifecycles, with occasional travel to client sites as needed.

Qualifications

• Bachelor's degree in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, no less than 4 - 6 years of relevant ServiceNow ITOM/CMDB project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD)
• Minimum of 2 of the following ServiceNow certifications:

Responsibilities

• Lead ServiceNow ITOM/CMDB project delivery across design, configuration/development, testing and deployment phases
• Ability to manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources (e.g., consultants, developers, and testers)
• Ability to build and foster client relationships and demonstrate the value of EY services
• Excellent business acumen with the ability to make fact-based decisions and resolve conflicts
• Provide guidance and industry leading practice expertise for ServiceNow ITOM/CMDB process implementations
• Ability to analyze a company’s people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps
• Ability to advise on the connectivity of the CMDB and IT Operations Management (ITOM) to ITSM processes
• Experience applying ServiceNow AI / Now Assist capabilities within ITOM to improve alert triage, root cause analysis, automation, and operational efficiency.
• Ability to advise clients on AI-enabled ITOM use cases, including AIOps, event correlation, anomaly detection, service health, and automated remediation.
• Understanding of the data and governance foundations required for ITOM AI, including CMDB/CSDM quality, observability data, integrations, and responsible AI adoption.
• Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources
• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs
• Ability to support pre-sales efforts including creating proposals and estimates
• Ability to create high-quality deliverables and project artifacts

Skills

Engagement lead

Team mentoring

Client relationships

ITOM/CMDB expertise

AI in ITOM

ITOM/CMDB integration

Requirements facilitation

Waterfall & Agile

Pre-sales support

Deliverables & artifacts

Education

Bachelor's degree in Computer Science / Information Systems / Engineering

ServiceNow CSA or CAD

Two ServiceNow certifications

Tools

ServiceNow

Job description

EY is seeking a ServiceNow Transformation Manager to lead ITOM/CMDB transformation programs for a global client base. You will guide engagement leaders, define user requirements, and drive UI development across mobile, web and tablet platforms to deliver business outcomes.

You will mentor cross-functional teams, manage client relationships, and oversee delivery across waterfall and agile lifecycles, with occasional travel to client sites as needed.