ServiceNow -ServiceNow Enterprise Service Management (ESM) - Senior - Tech Cons -Open Location

EY; Des Moines (IA); Hybrid; USD 102,500 - 187,900; Full time

Benefits offered by this job

Comprehensive compensation and benefits package

Flexible vacation policy

Medical and dental coverage

Job summary

At EY in Des Moines, we are seeking a ServiceNow Senior Consultant to transform client experiences using innovative technology solutions. You will engage with clients to deliver successful projects and foster client relationships, enhancing their operational efficiencies.

This role involves leading a team in a rapidly growing sector and offers opportunities for personal and professional growth through client interaction and team mentorship. The ideal candidate should be dynamic and analytical with proven experience in ServiceNow and a passion for technology.

Qualifications

• 2-4 years relevant ServiceNow project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• 3+ years of Big 4 or equivalent consulting experience.

Responsibilities

• Lead ServiceNow Transformation teams.
• Engage with clients for successful project delivery.
• Analyze technology solutions to verify business requirements.

Skills

ServiceNow ESM/GBS engagement management

Analytical thinking

Client relationship management

Agile delivery models

Strong communication

Education

Bachelor's degree in Computer Science or similar

Tools

ServiceNow

Performance analytics

Job description

Location

Anywhere in Country

Overview

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.

The opportunity

As a ServiceNow Senior Consultant you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges around.

You’ll lead ServiceNow Transformation teams in a rapidly growing area of the business. It’s a client visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.

Key Responsibilities

In this role, you will spend your time engaging with clients and internal teams to ensure successful project delivery. You will face challenges that require analytical thinking and problem‑solving skills, providing you with opportunities to learn and grow in a dynamic environment. This position may require regular travel to meet with clients, allowing you to build relationships and understand their needs better.

• Interacting with business stakeholders to evaluate business models and processes.
• Analyzing newly implemented technology solutions to verify they meet business requirements.
• Collaborating with technical teams to design and deliver system architecture solutions.

Skills And Attributes For Success

• Act as a workstream lead across all aspects of ServiceNow ESM/GBS (HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay) engagements and solution delivery, including but not limited to engagement management, design, configuration/development, testing and deployment phases.
• Ability to manage and mentor a multi‑disciplinary team of 3‑5 resources including offshore resources (e.g., consultants, developers, and testers).
• Provide guidance and industry leading practice expertise for ServiceNow ESM/GBS process implementations, including how specific business objectives can be met through process and technology transformation.
• Ability to analyze a company’s ESM/GBS people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
• Strong working knowledge of ServiceNow’s emerging AI capabilities, including Now Assist, AI Agents, agentic workflows, AI Search, intelligent automation, and AI‑enabled service delivery.
• Ability to advise clients on practical, value‑driven AI use cases across Enterprise Service Management and Global Business Services functions, including HR, customer service, field service, source‑to‑pay, workplace, legal, and shared services.
• Ability to lead client conversations and workshops that connect ServiceNow AI capabilities to business outcomes, transformation priorities, and measurable value realization.
• 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 create high‑quality deliverables and project artifacts.

Qualifications

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
• Typically, no less than 2 - 4 years relevant ServiceNow project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of 1 of the following ServiceNow certifications:
  • ServiceNow Certified Implementation Specialist – HR Service Delivery
  • ServiceNow Certified Implementation Specialist – Customer Service Management
  • ServiceNow Certified Implementation Specialist – Field Service Management
• 3+ years of Big 4 or equivalent consulting experience.
• Excellent soft skills – 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.

Preferred

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• Performance analytics and reporting experience – certifications are a plus.
• Source to Pay, Employee Center, Legal Service Delivery, and Workplace Service Delivery experience – certifications are a plus.
• Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower).

What We Look For

We seek individuals who are proactive, innovative, and eager to contribute to team success. Top performers are those who demonstrate strong analytical skills, the ability to communicate effectively, and a passion for technology and its impact on business.

What We Offer You

At EY, we’ll develop you with future‑focused skills and equip you with world‑class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more.

• 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 $102,500 to $187,900. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $122,900 to $213,400. 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

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.

Reasonable Accommodation

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].