ServiceNow ITSM Transformation Manager

EY; New York (NY); Hybrid; USD 143,000 - 262,000; Full time

Benefits offered by this job

Hybrid work model

Medical and dental coverage

Pension and 401(k)

Generous paid time off

Job summary

EY is seeking a ServiceNow ITSM Transformation Manager to lead client-facing transformation programs within EY’s Technology Analysis practice. You will oversee delivery, design, and deployment of ITSM solutions while driving client relationships and team development across a multi-disciplinary group.

Expect engagement leadership, deep domain knowledge in ITSM and AI-enabled processes, and travel to meet client needs in a hybrid US environment.

Qualifications

• Bachelor's degree required; CS/IS/Engineering preferred.
• 4–6 years ServiceNow ITSM project experience.
• CSA or CAD certification required; other certifications a plus.
• 5+ years of Big4 or equivalent consulting experience.
• Excellent soft skills and executive communication; ability to lead teams.

Responsibilities

• Lead workstreams across design, configuration, testing and deployment of ServiceNow ITSM projects.
• Mentor a multi-disciplinary team of 5–10+ resources, including offshore staff.
• Build client relationships and demonstrate EY service value; manage client sessions and workshops.

Skills

Engagement leadership

Team mentoring

Client relationship building

Executive communication

Problem solving

Agile & waterfall delivery

Education

Bachelor's degree in CS/IS/Engineering

ServiceNow CSA or CAD

5+ years Big 4 consulting

Driver’s license (US)

Tools

ServiceNow ITSM

Now Assist and AI in ITSM

CMDB/ITOM integration

Job description

EY is seeking a ServiceNow ITSM Transformation Manager to lead client-facing transformation programs within EY’s Technology Analysis practice. You will oversee delivery, design, and deployment of ITSM solutions while driving client relationships and team development across a multi-disciplinary group.

Expect engagement leadership, deep domain knowledge in ITSM and AI-enabled processes, and travel to meet client needs in a hybrid US environment.