ServiceNow ITSM Transformation Manager

Ernst & Young Oman; Lansing (MI); Hybrid; USD 143,000 - 262,000; Full time

Benefits offered by this job

Medical and dental coverage

Pension and 401(k)

Paid time off

Job summary

EY is seeking a ServiceNow Consulting Manager to lead transformation teams in ServiceNow ITSM, working with business stakeholders to translate requirements into technical specifications and collaborate with technical teams on architecture. The role involves travel to meet client needs and managing complex initiatives.

You will mentor a diverse team, drive design and deployment, and advise on AI-enabled ITSM use cases to deliver measurable business outcomes.

Qualifications

• Bachelor's degree in a related field (Computer Science, Information Systems Management, Engineering).
• Typically 4–6 years of ServiceNow ITSM project experience.
• ServiceNow CSA or CAD certification.
• One of the listed ServiceNow certifications (ITSM).
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills—executive communication, adaptability, problem solving, teamwork, and organization.

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.
• Engage across all aspects of ServiceNow ITSM project delivery including design, configuration/development, testing and deployment.
• Mentor a multi-disciplinary team of 5–10+ resources including offshore consultants, developers, and testers.
• Build and foster client relationships and demonstrate the value of EY services.

Skills

Engagement leadership

Executive communication

Problem solving

Team leadership

Relationship building

Organizational skills

Travel ability

Education

Bachelor's degree

ServiceNow CSA or CAD

ITSM certifications (1+)

4-6 years ServiceNow ITSM experience

Job description

EY is seeking a ServiceNow Consulting Manager to lead transformation teams in ServiceNow ITSM, working with business stakeholders to translate requirements into technical specifications and collaborate with technical teams on architecture. The role involves travel to meet client needs and managing complex initiatives.

You will mentor a diverse team, drive design and deployment, and advise on AI-enabled ITSM use cases to deliver measurable business outcomes.