ServiceNow - ServiceNow IT Operations Management (ITOM) Manager - Tech Cons - Open Location

EY; Baltimore (MD); Hybrid; USD 142,600 - 261,500; Full time

Benefits offered by this job

Medical and dental coverage

401(k) plans

Flexible vacation policy

Job summary

EY is seeking a ServiceNow Consulting Manager based in Baltimore, Maryland to lead transformation teams and manage the delivery of solutions. This role requires building client relationships and ensuring high-quality outcomes.

The ideal candidate will have a Bachelor's degree in a related field, along with extensive experience in ServiceNow ITOM/CMDB projects and team leadership. A comprehensive benefits package includes competitive salary and hybrid work options.

Qualifications

• 4–6 years of relevant ServiceNow ITOM/CMDB project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• 5+ years of Big-4 or equivalent consulting experience.

Responsibilities

• Lead ServiceNow Transformation teams and manage solution delivery.
• Build and maintain client relationships, ensuring project quality.
• Guide and mentor a team of 5-10 members, including offshore consultants.

Skills

Business acumen

Executive communication

Problem-solving

Team leadership

Education

Bachelor's degree in Computer Science or related discipline

Tools

ServiceNow

Agile methodologies

Job description

Location

Anywhere in Country

Overview

As a ServiceNow Consulting Manager at EY, you will lead ServiceNow Transformation teams, managing end‑to‑end delivery of solutions and projects. You will be a client‑visible leader, responsible for building new client relationships, guiding your team, and ensuring high‑quality, risk‑managed outcomes.

Key Responsibilities

• Identify and define user/customer requirements, focusing on user interface development across mobile, web, and tablet platforms.
• Engage in coding, programming, and specification creation to deliver development services that meet business requirements.
• Guide the effective management and delivery of processes, solutions, and projects, prioritizing quality and risk management.
• Lead workstreams from planning through execution and closure, maintaining regular client engagement.
• Develop solutions to complex problems, recommend policy changes, and establish procedures that impact your work area.
• Exercise judgment in selecting methods, techniques, and evaluation criteria to achieve results.
• Provide direction and feedback to team members to ensure successful task completion.
• Act as an engagement or workstream lead for ServiceNow ITOM/CMDB projects, covering design, configuration/development, testing, and deployment phases.
• Mentor and manage a multi‑disciplinary team of 5–10+ resources, including offshore consultants, developers, and testers.
• Build and foster client relationships, demonstrating EY services’ value.
• Provide guidance and industry best‑practice expertise for ServiceNow ITOM/CMDB implementations and connectivity to ITSM processes.
• Analyze clients’ people, process, and technology capabilities, recommending leading‑practice improvements and strategic roadmap contributions.
• Advise on AI‑enabled ITOM use cases, including AIOps, event correlation, anomaly detection, and automated remediation.
• Support pre‑sales efforts, including proposal creation and estimating.
• Create high‑quality deliverables and project artifacts.

Skills and Attributes

• Strong business acumen with fact‑based decision‑making and conflict resolution skills.
• Excellent executive communication, adaptability, problem‑solving, teamwork, relationship building, dependability, and organization.
• Experience with waterfall and agile delivery models, including planning, status reporting, budgeting, and risk/issue logs.
• Ability to advise on CMDB/ITOM integration and governance foundations for AI.
• Understanding of ServiceNow AI / Now Assist capabilities to improve alert triage and operational efficiency.
• Experience mentoring teams, supervising others, and mentoring offshore resources.
• Valid U.S. driver’s license and ability to travel to meet client needs.

Required Qualifications

• Bachelor’s degree, preferably in Computer Science, Information Systems Management, Engineering, or a related discipline.
• 4–6 years of relevant ServiceNow ITOM/CMDB project experience.
• ServiceNow Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
• Minimum of two of the following ServiceNow certifications: Data Foundations, Discovery, Event Management, Service Mapping.
• 5+ years of Big‑4 or equivalent consulting experience.
• Experience leading teams and supervising others.
• Valid U.S. driver’s license.
• Ability to travel as required by clients.

Preferred Qualifications

• ServiceNow Certified Master Architect (CMA) or Certified Technical Architect (CTA).
• ServiceNow Certified Implementation Specialist – ITSM, HAM, or SAM.
• Experience with performance analytics and reporting.
• Experience in ServiceNow’s AI solutions (Now Assist, Agentic, AI Control Tower).

What We Offer

• Comprehensive compensation and benefits package, with base salary ranging from $142,600 to $261,500 in the U.S., and competitive ranges for major metro markets.
• Medical, dental, pension, 401(k) plans, and paid time off.
• Flexible vacation policy and various leave options.
• Hybrid work model: most external roles work together 40–60% of the time in person.

Equal Employment Opportunity

EY provides equal employment opportunities without regard to race, color, religion, age, sex, sexual orientation, gender identity, pregnancy, genetic information, national origin, veteran status, disability, or any other legally protected basis. EY is committed to providing reasonable accommodation to qualified individuals with disabilities.