ServiceNow ITSM Transformation Manager — Open Location

EY; Memphis (TN); Hybrid; USD 143,000 - 262,000; Full time

Benefits offered by this job

Hybrid work model

Competitive compensation

Comprehensive benefits

Job summary

EY seeks a ServiceNow Transformation Manager to lead ITSM programs and guide multi-disciplinary teams through design, configuration, testing, and deployment. You will translate business requirements into technical specs, collaborate with stakeholders, and travel as needed to meet client needs.

You will interact with business stakeholders to evaluate models, gather requirements, and ensure solutions meet strategic objectives, with a focus on AI-enabled ITSM and CMDB/ITOM integration.

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• Typically, 4–6 years of ServiceNow ITSM project experience.
• ServiceNow CSA or CAD certifications.
• Minimum of one of: ServiceNow ITSM certification (e.g., Implementation Specialist – IT Service Management).
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent executive communication and teamwork skills.
• Ability to travel to meet client needs.

Responsibilities

• Lead workstreams and ensure delivery of complex technical initiatives across ITSM.
• Manage and mentor a multi-disciplinary team of 5–10+ resources, including offshore staff.
• Build and maintain client relationships and demonstrate EY services value.
• Translate business requirements into technical specifications and oversee design and deployment of solutions.

Skills

Leadership

Program management

Stakeholder management

ServiceNow ITSM

Team mentorship

Agile/Waterfall

Client relationship building

Education

Bachelor's degree

Tools

ServiceNow CSA/CAD

ServiceNow ITSM

Job description

EY seeks a ServiceNow Transformation Manager to lead ITSM programs and guide multi-disciplinary teams through design, configuration, testing, and deployment. You will translate business requirements into technical specs, collaborate with stakeholders, and travel as needed to meet client needs.

You will interact with business stakeholders to evaluate models, gather requirements, and ensure solutions meet strategic objectives, with a focus on AI-enabled ITSM and CMDB/ITOM integration.