ServiceNow - ServiceNow AI Architect Manager - Tech Con - Open Location

EY; Dallas (TX); Hybrid; USD 142,600 - 261,500; Full time

Benefits offered by this job

Comprehensive benefits package

Flexible vacation policy

Hybrid work model

Job summary

EY is seeking a ServiceNow AI Architect Manager to lead transformation teams and drive innovation with cutting-edge solutions. You will guide various aspects of ServiceNow AI projects and mentor a multi-disciplinary team.

Qualified candidates should possess relevant experience in implementing ServiceNow AI capabilities and demonstrate strong leadership and client relationship skills. This role includes a comprehensive benefits package and hybrid working model.

Qualifications

• 2 - 5 years of relevant ServiceNow NOW Assist implementation experience.
• Experience implementing ServiceNow’s AI solutions.
• 5+ years of Big 4 or equivalent consulting experience.

Responsibilities

• Lead ServiceNow Transformation teams.
• Develop solutions to complex problems.
• Provide direction and feedback to team members.

Skills

ServiceNow project management

Team leadership

Client relationship building

AI-driven transformation

Prompt engineering

Agile delivery

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Moveworks

Job description

Location: Anywhere in Country

ServiceNow AI Architect Manager

Job Overview

In this role you will lead ServiceNow Transformation teams, spearhead EY’s AI thought leadership, and drive innovation through the design and development of cutting‑edge solutions and assets.

Your Key Responsibilities

• Develop solutions to complex problems, recommending changes to policies and establishing procedures that impact your work area.
• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• Provide direction and feedback to team members, ensuring successful task completion.

Skills and Attributes for Success

• Act as an engagement or workstream lead across all aspects of a ServiceNow AI project and solution delivery including but not limited to design, configuration/development, testing and deployment phases.
• Ability to manage and mentor a multi-disciplinary team of 5-10+ resources including offshore resources (e.g., consultants, developers, and testers).
• Ability to build and foster client relationships and demonstrate the value of EY services.
• Excellent business acumen with the ability to make fact‑based decisions and resolve conflicts.
• Provide guidance and industry leading practice expertise for ServiceNow AI capabilities such as NOW Assist, Moveworks, AI Control Tower implementations, including how specific business objectives can be met through process and AI‑driven transformation.
• Hands‑on experience configuring AI Search capabilities within the ServiceNow platform, customising search relevance and integrating with knowledge management systems.
• Expertise in deploying and managing NOW Assist Skills Kit, including designing, training, and optimising AI‑powered virtual agents for tailored user experiences.
• Proven ability to configure and integrate Moveworks for automated ticket resolution, leveraging conversational AI and workflow automation across enterprise environments.
• Strong foundation in prompt engineering, including crafting effective prompts for large language models (LLMs) and optimising AI responses for business context.
• Demonstrated experience integrating and orchestrating multiple LLMs to enhance solution accuracy, flexibility, and scalability within ServiceNow workflows.
• Practical knowledge in implementing Retrieval‑Augmented Generation (RAG) techniques for improved information retrieval and contextual AI outputs.
• Familiarity with foundational AI and data architecture concepts, including Model Context Protocol (MCP) and Agent‑to‑Agent (A2A) protocols for secure and efficient system integrations.
• Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
• Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs.
• Ability to support pre‑sales efforts including creating proposals and estimates.
• Ability to create high quality deliverables and project artifacts.

To qualify for the role, you must have

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, no less than 2 - 5 years of relevant ServiceNow NOW Assist implementation experience.
• Experience implementing ServiceNow’s AI solutions (NOW Assist, Agentic, or AI Control Tower).
• Minimum of 1 of the following ServiceNow certifications:
  • Suite Certification – NOW Assist for ITSM
  • Suite Certification – NOW Assist for HRSD
  • Suite Certification – NOW Assist for CSM
• 5+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills – executive communication (written/verbal), adaptability, problem solving, teamwork, relationship building, dependability, and organization.
• Experience leading teams and supervising others.
• A driver’s license valid in the U.S.
• Ability to travel to meet client needs.

Ideally, you’ll also have

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Prior experience implementing Moveworks capabilities is highly desired.

What We Offer You

• We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $142,600 to $261,500. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $171,200 to $297,200. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options.
• Join us in our team‑led and leader‑enabled hybrid model. Our expectation is for most people in external, client‑serving roles to work together in person 40‑60% of the time over the course of an engagement, project or year.
• Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well‑being.

Equal Employment Opportunity Statement

EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.

EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1‑800‑EY‑HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at [e-mail].