ServiceNow ITSM Transformation Manager

EY; City of Albany (NY); Remote; USD 150,000 - 230,000; Full time

Job summary

EY is seeking a ServiceNow ITSM Consulting Manager to lead transformation teams and client engagements. You will evaluate business needs, translate requirements, and design system architecture with a focus on AI-enabled ITSM capabilities. Travel to meet client needs is expected.

The role emphasizes leadership, client relationship building, and delivering high‑quality artifacts while guiding multi-disciplinary teams across design, configuration, testing, and deployment phases.

Qualifications

• Bachelor’s degree in CS/IS/Engineering or similar discipline.
• Typically, 4–6 years of ServiceNow ITSM project experience.
• ServiceNow CSA or CAD certification.
• One of the following ServiceNow certifications: Implement Specialist ITSM.
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills, executive communication and leadership.

Responsibilities

• Lead workstream delivery and manage processes and solutions.
• Track deliverables and project status to meet objectives.
• Lead client sessions from planning through execution and closure.

Skills

Engagement lead

Team leadership

Client relationships

Business acumen

AI in ITSM

ITSM processes

Requirement workshops

Waterfall & Agile

Pre-sales support

Solution design

Education

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

ServiceNow CSA or CAD

Tools

ServiceNow

Job description

EY is seeking a ServiceNow ITSM Consulting Manager to lead transformation teams and client engagements. You will evaluate business needs, translate requirements, and design system architecture with a focus on AI-enabled ITSM capabilities. Travel to meet client needs is expected.

The role emphasizes leadership, client relationship building, and delivering high‑quality artifacts while guiding multi-disciplinary teams across design, configuration, testing, and deployment phases.