ServiceNow ITSM Lead — Tech Delivery & Transformation

EY; Austin (TX); Hybrid; USD 130,000 - 145,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

EY in Austin, TX seeks an experienced Manager to lead ServiceNow ITSM delivery for large enterprise clients. You’ll guide design sessions, workshops, and integrations while mentoring multi-disciplinary teams, including offshore resources.

This role requires extensive ITSM implementation and consulting experience, with travel up to 80% (20% international). The team operates in a hybrid model, offering a competitive base salary and comprehensive rewards.

Qualifications

• Must have a Bachelor’s degree in MIS/IS/CS/Engineering/Business or related field with 5 years of progressive work experience, or a Master’s degree with 4 years of related experience.
• 4 years of ServiceNow ITSM implementation experience.
• 4 years of ServiceNow consulting experience with external clients.
• 4 years of leading ServiceNow client design sessions and requirements workshops.
• 4 years of designing and implementing customized reporting and integration components.
• 2 years of leading and coaching ServiceNow consulting teams.
• 2 years of integrating ServiceNow with other systems via APIs.
• 4 years of ServiceNow experience in waterfall and agile delivery, including planning, budgets and risk logs.
• Travel up to 80% (20% international) to serve client needs.

Responsibilities

• Assist clients by aligning ServiceNow with business objectives.
• Act as a technical leader across all aspects of ServiceNow project delivery.
• Provide guidance on ITSM processes and ITOM/ITAM connectivity.
• Manage client design sessions and facilitate requirements workshops.
• Support project and agile scrum management activities.
• Oversee application and workflow design, configuration and testing.
• Develop client-specific reporting and integration components.
• Advise on digital transformation and technology enablement for performance gains.
• Manage and mentor multi-disciplinary teams, including offshore resources.
• Build long-term client relationships and identify business development opportunities.
• Deliver high-quality client services and monitor progress.

Job description

EY in Austin, TX seeks an experienced Manager to lead ServiceNow ITSM delivery for large enterprise clients. You’ll guide design sessions, workshops, and integrations while mentoring multi-disciplinary teams, including offshore resources.

This role requires extensive ITSM implementation and consulting experience, with travel up to 80% (20% international). The team operates in a hybrid model, offering a competitive base salary and comprehensive rewards.