ServiceNow ITSM Transformation Manager

EY; Madison (WI); Remote; USD 140,000 - 190,000; Full time

Job summary

EY is seeking a ServiceNow Consulting Manager to lead transformation teams in ITSM, shaping architectures and delivering programs for clients. You will interact with business stakeholders to translate requirements into technical designs and ensure solutions align with business objectives.

You will drive workstreams, manage a diverse delivery team, and foster strong client relationships while leveraging EY's AI-enabled ITSM capabilities. Occasional travel is required.

Qualifications

• Bachelor's degree in Computer Science, Information Systems Management, Engineering or similar.
• Typically 4–6 years of ServiceNow ITSM project experience.
• ServiceNow CSA or CAD certification, or equivalent; additional certifications are a plus.
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills and ability to travel as required.

Responsibilities

• Lead ServiceNow ITSM engagements, including design, configuration/development, testing and deployment.
• Manage and mentor a multi-disciplinary team (5–10+ resources), including offshore resources.
• Build and sustain client relationships and demonstrate EY service value.
• Guide pre-sales activities including proposals and estimates.
• Lead workshops and facilitate requirements sessions with stakeholders.

Skills

ServiceNow ITSM expertise

Leadership & mentoring

Client relationship management

Project management (Waterfall & Agile)

Pre-sales & proposals

Executive communication

Travel willingness

Education

Bachelor's degree (CS/ISM/Engineering or similar)

Tools

ServiceNow ITSM certifications (CSA/CAD)

Job description

EY is seeking a ServiceNow Consulting Manager to lead transformation teams in ITSM, shaping architectures and delivering programs for clients. You will interact with business stakeholders to translate requirements into technical designs and ensure solutions align with business objectives.

You will drive workstreams, manage a diverse delivery team, and foster strong client relationships while leveraging EY's AI-enabled ITSM capabilities. Occasional travel is required.