ServiceNow ITSM Transformation Manager — Remote/Any Location

EY; Indianapolis (IN); Hybrid; USD 143,000 - 262,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

EY is seeking a ServiceNow ITSM Transformation Manager to lead client engagements, shape technology solutions, and drive business outcomes. You will coordinate cross‑functional teams, manage complex deliverables, and mentor junior staff in a dynamic, global environment.

In this role, you will translate business requirements into technical designs, oversee configuration, testing, and deployment, and actively participate in client sessions to deliver measurable improvements in IT service

Qualifications

• Bachelor's degree required in CS or related field.
• 4–6 years ServiceNow ITSM project experience.
• CSA or CAD certification required; at least one ITSM specialist cert.
• 5+ years of Big 4 or equivalent consulting experience.
• Driver’s license valid in the U.S.
• Ability to travel to meet client needs.

Responsibilities

• Lead ServiceNow ITSM project delivery and manage workstreams.
• Mentor a multi-disciplinary team including offshore resources.
• Build and foster client relationships and demonstrate EY value.
• Engage in pre-sales activities including proposals and estimates.
• Translate business requirements into technical specifications and oversee design, config, testing, deployment.

Skills

Engagement leadership

Team leadership

Client relationship management

Communication skills

Problem solving

ITSM expertise

ServiceNow AI knowledge

Education

Bachelor's degree in Computer Science or related

Tools

ServiceNow ITSM

CSA / CAD

ServiceNow CMA/CTA (preferred)

Job description

EY is seeking a ServiceNow ITSM Transformation Manager to lead client engagements, shape technology solutions, and drive business outcomes. You will coordinate cross‑functional teams, manage complex deliverables, and mentor junior staff in a dynamic, global environment.

In this role, you will translate business requirements into technical designs, oversee configuration, testing, and deployment, and actively participate in client sessions to deliver measurable improvements in IT service